Customer Service Tag

30 Jul Online? Offline? Same Old Issue

According to a recent survey, poor online customer service will drive 94% of consumers to stop using the retailer's web site or prompt them to seek out a competitor. More than 90% of UK Internet users said customer service is important when making purchases online....

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07 Jun Do You Show Your ‘Human Face’?

80% of consumers want companies to show a 'human face'. That's according to a new report by Euro RSCG Worldwide who investigated customers' views in the US, UK and France. The study reports that going beyond price, the majority of consumers report that top notch customer...

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28 May Old News is Bad News

I often suggest people 'stand in their own queues' meaning have a look at what your customers see, hear, experience when they get in touch with you. It means 'ringing up your own business', 'standing in the reception or shop front' or 'visiting your own...

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06 May 20 Tactics For Building Trust

The best businesses build trust with their customers. Here's some simple tactics that could help you build trust with me as a customer: A handwritten personal note A phone line direct to you (or your mobile) When your people say ‘Good morning Andy, we were expecting your call’ A postcard...

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23 Apr An Ace Quote

Read this somewhere - unfortunately, can't remember where - but quite liked it: "Business is a bit like tennis. The better the service, the more likely you are to win" I think that's 'Ace' (geddit?!!)...

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23 Feb Keep Your Customer Service Standards Up!

Here's an interesting article from Business Week highlighting how, in these tougher times, some of the 'better' businesses are actually winning by 'investing' in customer service, especially with existing customers, rather than cutting costs.  'Customer Service in a Shrinking Economy' explains that focussing on retaining existing customers seems...

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11 Mar Tip Top Timpsons!

Speaking at the Service Excellence Conference last week introduced me to the 'delights' of James Timpson of Timpsons. His refreshing approach was a revelation to all, especially when dealing with those 'problem performers' in your business. Some key points: Don't tolerate 'Drongos' - those negative...

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10 Mar Studying The Competition

Thanks to all those who attended my lecture this morning at The University Of Sheffield - it was great to see so many there first thing on a monday morning!. You'll see the slides have been uploaded here. Looking forward to seeing...

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