Referrals to Family and Friends2

Do Your Customers Refer You to Family and Friends?

In these days of online reviews, customer purchase decisions are increasingly influenced by referrals.  Word of mouth counts for a lot, even if it comes from total strangers. However, when referrals come from family members and friends where there is a high level of trust, they are that much more powerful in influencing a customer’s
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Business man waiting for a call.

Waiting for Customer Feedback? Go and Get It!

Has your company set up passive customer feedback mechanisms where you are waiting to receive responses from your customers?  How long do you wait? You might wait a very long time. But why wait? Your customers are busy people.  Our observation is that many people don’t bother to provide customer feedback, especially if they have
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customer_appreciation road sign_rez

Do your Customers Know You Appreciate Them?

Many businesses have “Customer Appreciation Day” events and sales. Sometimes, it is a Customer Appreciation Week.  Companies and customers tend to associate “appreciation” with getting a bargain, a discount, some kind of measurable benefit at the cash register.   But is this the most effective way to show your customers how much you value them?
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Intel on Your Employees or ROle

Getting Intel on a Role in Your Company

CUSTOMER FEEDBACK SERIES: Part 1  Your company has recently created a new front line position and you are wondering if it is working the way you had hoped. Or, you may also be wondering if the new employee is working out. Of course, spying on your employees is not the approach you wish to take,
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keep-calm-and-love-your-customers-3_Rez (1)

If you think about your customers not as revenue units but as people, you are probably more open to think about how you can actually “love” your customers. “Love?” you ask. Yes love. If you think about how you feel when you bring a smile to your customer’s face or a look of surprise, an
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Bridging the Supplier Gap with Your Customers

Your customers rely on your company to supply them with the products and services they need to fulfil their business requirements. And you rely on your suppliers to provide you with the products and service you need to meet your customers requirements.  When your suppliers aren’t meeting the agreed upon delivery times, it may result
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Customer Focus

5 Tips for Creating a Customer Focused Company

Companies that succeed and stand out from their competition are those which have a customer-focused culture. Customers will  drive further and pay more if your company’s customer service is head and shoulders above your competitors.  At the end of the day….it is all about how well your customers feel treated. Stellar customer service results in
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Customer-Loyalty puzzle - Rez

Customer Loyalty ≠ Customer Satisfaction

“Keeping one more loyal customer is the equivalent of gaining 95 new customers!” – Bain & Co The quest for the Holy Grail of customer loyalty has led to a proliferation of loyalty programs and wallets bulging with loyalty cards. The loyalty boom has been around long enough now to be measured against ROI. In
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CI Blog 171107 #35

Ditch Customer Satisfaction. Go for Amazement!

The Rolling Stones song “I Can’t Get No Satisfaction” no longer applies to most customers. That’s because customer “satisfaction” is setting the bar pretty low these days. Customers want so much more than just satisfaction. They want to be amazed, dazzled, and blown away. On the one hand, customers expect great service. On the other
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