Customer satisfaction showed some solid gains in the new index released by the American Customer Satisfaction Index. The overall increase of 0.5% was led by ecommerce with a gain of 1.2%. Using the data from the report, this infographic shows the winners and losers. (Click the image for a larger view.) The level of customer [...]
Customer Relationships
The introduction of the new marketing channel provides a small window of opportunity for companies to get processes in place to provide quality customer experiences. The window for mobile marketing is rapidly closing as shown by the ForeSee Mobile Retail Satisfaction Index. The survey of more than 6,200 consumers investigated the role that mobile plays [...]
Sometimes people get so caught up in tools and technology that they forget how to make things work without them. Having the latest and greatest customer relationship management is cool, but it isn’t required to deliver an exceptional experience. Your customers want to complete their transaction with the minimal amount of effort. They don’t want to be your friend, buddy, or pal (unless it comes with great deals or other benefits.) If you can consistently deliver on your promises and resolve any issues quickly your customers will be happy.
In a world where everybody seems to expect instant access and resolution to every issue, how can you expect to survive if you don't deliver it? It's simple, you deliver on the promises that you make. Let your competition duke it out with others for the fastest online responses, quickest delivery dates, and free everything while you focus on improving your relationships with your customers.
In a world where all products and services are rapidly becoming commodities, the only thing that differentiates one company from another is the relationship with individual customers. It is impossible to deliver sustainable growth and profitability without focusing on the people who financially support your business.
This means that every person, process, and policy within your organization has to make it easy for your customers to complete their transactions. Time and effort are the most valuable resources today. Helping people to maximize their efficiency binds them to you. The only way to do this is with an integrated marketing and customer care strategy that includes everything from initial contact to order fulfillment.
