Continuing the Turning Customer Complaints Into Gold series, this is part 2, Understanding your customers at a deeper level. A brief outline of the topics that are part of this series: Embrace ComplaintsDive deeper in understanding your customersDefine and implement an engagement strategyCreate new benefits that will better serve your customersBuild a retention program that… Continue reading Turning Customer Complaints Into Gold Part 2 – Deeper Understanding of Customers
In my previous post, Turning Customer Complaints Into Gold, I wrote about how customer complaints are awesome and can be one of the most useful inputs for you to grow your business and set yourself apart in the marketplace. A brief outline of the topics that I’ll be covering in various parts: Embrace ComplaintsDive deeper in… Continue reading Turning Customer Complaints Into Gold Part 1 – Embrace Complaints
Customer complaints…raise your hands if you like them? As expected, no hand is raised. Stressful and expensive are some of the common thoughts that we have about them. However, I’d like to say that customer complaints are AWESOME and here’s why. Yes, an unhappy customer is not a great thing to have, but a complaint… Continue reading Turning Customer Complaints Into Gold
Continuing on the theme "Moments that Matter"... In previous posts I highlighted how focusing on retention, you'll realize a lift in sales in the long-term; i.e. scalable & sustainable growth. I'd like to highlight how you can create a Moment that Matters during the sales process; which will in-turn strengthen your retention. I will use… Continue reading Moments that Matter = Stronger Sales
There have been many articles, postings, and blogs about increasing customer loyalty through engagement by creating moments that matter. There are some industries and companies within their respective industry that excel at this; however, one industry in particular that I'd like to highlight is the Energy & Utility sector. Both regulated and de-regulated markets interestingly… Continue reading Moments that Matter = Customer Loyalty
