Customer retention is essential to companies offering renewal products. Most people don’t think about their insurance or banking until they have an issue that needs resolving or they receive a renewal notice. This makes it easy for the competition to steal your customers. Your competitors promise lower prices and better services. Both promises are extremely [...]
Satisfaction
The actions your company takes to resolve issues are much more important than the words you say. Ideally, solving a customer’s problem is a three-step activity. First, you tell them what you’re going to do. Second, you do it. Third, you follow up to ensure they are satisfied. It’s really that simple if processes and [...]
Retailers have two objectives this holiday season – getting sales and improving relationships. The objectives haven’t changed from past years but the environment is very different. Governmental issues and calendar conflicts are creating new challenges. The 2013 shutdown and possible default are carrying over into the New Year. Implementation of mandatory healthcare has been a [...]
Service quality is directly related to customer expectations. If people expect an exceptional experience, anything less is disappointing. If people expect less, a little more is pleasing. Managing expectations is the first step to consistently delivering top notch service. Doing it well improves customer loyalty and reduces costs. Marketing and service is really promise and [...]
Understanding customer behavior gives you insight to the processes people follow when making a buying decision. Ideally, the information you gain from data diving guides good marketing and management decisions. But, what if the data integrity is compromised by usability, processes, and policy? Does the information gained help or hurt the company? Target’s now famous [...]
