“Can you hear me now? No? Really? How about now, better? Ok, hold on, ahmmm, how about now? Oh good, ok, so, what I was trying to say… ” No, this is not a new take on an old commercial. It was actually an attempt at a conversation I happened to overhear while waiting for a cup of coffee at a convention hall’s concession stand. There are so many points to be made about the “appropriateness” of this call but let’s focus on this: When making a call, especially...
Encouraging the involvement of your whole organization in your marketing, selling and customer service efforts has this as one of its many positive results: the more integrated you become with your customer’s organization the more solid the relationship will be. The basic premise is that the more time you and your customers invest in understanding how to best work together, integrating processes, and developing effective communication channels for mutual feedback, the less likely they will be to switch suppliers when otherwise might be tempted to do so. This is...
Lately I’ve been feeling like the more I do, the less I actually get done. Allow me to explain. Real quick though, let me just check some e-mail messages that came in as I was writing this. Actually, while I’m at it, now is probably a good time to take a peek at my Twitter feed (Cool – 4 RTs!). And I’ll sign in on Facebook, too. You know, just in case a client decided to “friend” me or something. I almost forgot… Google+ circles… ok, all good. Anyways,...
Customer satisfaction is just the start. A business should aspire to engage its customers. Engaged customers ensure a sustained and profitable growth. Customer engagement is when a significant number of satisfied clients are proactively promoting the company to others with similar desires. It is not enough that they declare that they are willing to promote your business. Only when they go out to spread the word and encourage others to try your product or service do they prove that they have become engaged.
