Dealing With Customers- Three Steps To Overcoming Early Stage Resistance

Dealing With Customers- Three Steps To Overcoming Early Stage Resistance

Articles
  Customers Get Angry One of the greatest concerns of any customer facing employee or manager is the dreaded irate customer. You know the one; this is the customer that comes charging into your business with a scowl and has beads of sweat running down his face because he is so angry or upset about what your company just did to him. As a manager or employee about to deal with this client your mindset might just be “get ready, here comes a fight”! If this is what you are thinking, STOP immediately. Certainly it is important to recognize when an issue is about to arise but meeting resistance with resistance will only lead to both parties ending up upset. Instead you should recognize that you have a client that…
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Three quick fixes to build customer rapport

Three quick fixes to build customer rapport

Articles
Why don’t we have loyal customers? This is a serious question which every business comes across when the going get though. It so happens that your answers are right in front of you, but you need look at the situation with a different perspective. Building customer loyalty should be a well planned process. However, I have outlined few quick fixes which may help you build some kind of rapport with your customer base. Tell customers about hidden benefits Communicate true savings Marketing through leftovers (more…)
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Six key questions to audit a loyalty program

customer acquisitions, customer retention, loyalty, marketing, word of mouth
These are the six key questions which you would use in an audit of a company's customer loyalty program: What virtues of your business have the largest impact on your customers' satisfaction? How do you divide and define your customer segments? Whose responsibility is customer service? What is your retention rate and what is the trend? What is the lifetime value of a typical customer? What percentage of new customers comes from recommendations and how has this changed over time? (more…)
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Engagement marketing – It’s about time

Articles
Engagement marketing aims to engage people. It encourages them to participate in the evolution of a brand. Customer engagement and conversations are what marketing is all about. Rather than looking at consumers as passive receivers of messages, engagement marketers believe that consumers should be actively involved in the production and co-creation of marketing programs. Recently I read an interesting article "Brands fail to follow rules of engagement" in Marketing Week. I was always aware of engagement marketing but I needed to dig a bit deeper to write something about it. Engagement is a marketing approach that—in contrast to traditional brand and direct marketing strategies—allows a brand’s customers and prospects to shape the company’s marketing. People choose what messaging they will receive, and in what channels. Engagement marketing begins at the moment…
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