Customer relations is the company-wide process of nurturing positive relationships with your customers — the sum of all customer interactions and experiences.
Small teams in large corporations can ‘out small’ today’s successful smaller players, and win big. Smaller competitors to today’s largest corporations are consistently winning in customer satisfaction ratings without the so-called economies of scale associated with large (frequently out-sourced) customer care centers. For the largest companies in some key sectors – such as telecommunications, technology, andfinancial services – there is the potential…
How to move from simply measuring customer satisfaction to taking action that drives growth. Many companies measure and report the purported satisfaction or loyalty of their customers. However, the ‘metric’ is just the introduction to the many stories your customers have to tell. The real power is inside these stories and what you do with them…
More than a ‘Happy’ Meal! I recently ordered food via the drive thru at a local fast food restaurant. Though I don’t go there often, it’s not the first time I’ve ordered at this restaurant’s drive thru – or at many others for that matter. But this time, it was different. I thought to myself, “Is this just…
The boys go INTERNET ONLY on this show where we talk about customer satisfaction and the KANO Model. We will kick around TWSEAS and Combat Town, as well. CALL-INs WELCOME!! Click here to listen. From Business Battlefield: The Ready Room with Boom and Grunt Business LEADERSHIP, TEAMWORK, COMMUNICATION and EXECUTION: from the perspective of Marine Fighter…
At the end of the day, we are all sales people in one form or another. Whether it’s a child pleading their case for just a little more time to stay up watching TV in return for their best behavior, or a grown man/woman shopping at their local farmer’s market attempting to negotiate the best deal…
CRM What do these three letters mean to you? A quick poll of the people in the room proved the meaning to be quite elusive. A nine year-old responded, “See are em? I don’t get it, you’re so weird.” A five year-old pondered the question for all of two seconds and said, “huh…can I play Wii?” OK, I…
