The Often Forgotten Part Of The Customer Service Or Customer Experience Process

As part of the process of writing my blog posts, I often scour the web to find articles and resources that serve as inspiration or ideas for my posts. Once found, I often add them to Evernote and then review them periodically for inspiration. That was the case today. I was going through my ‘clipped’ […]

A Story About The Benefits Of Proactive Customer Service

This post originally appeared on my Forbes.com column. Earlier this week I wrote Customers Want Companies To Be Proactive When It Comes To Customer Service on the back of a chat I recently had with Mariann McDonagh, the Chief Marketing Officer, of inContact. We were chatting about the results of their July 2013 customer service […]

The relationships you have with your existing customers are your key to success

The economy in the coming year will remain tight for pretty much everyone. Given that and given that we are heading towards a new year, I wanted to ask you to consider something: look after, cherish and build the relationships that you have in your business, particularly with your customers. In doing that we must […]

Apply the Granny test to get closer to your customers

Earlier today I was sitting on a train after visiting a couple of clients. Now. whilst I was fiddling with my phone…..answering emails, sending out tweets and playing a few games (ahem! It is was a long-ish journey), I overheard three guys talking in the seats in front of me. I don’t normally listen in […]

Improve customer loyalty by ditching surveys and solving problems, including the silent ones

I was going through some old bookmarked and saved articles whilst thinking about what to write today and came across: The Customer Aggravation Index: Predicting Customer Loyalty Without Surveys. The author of the article, Mark Graham Brown, offers an interesting perspective where he challenges the value and use of customer surveys as predictors of customer […]

Customer service drives repeat business and higher customer lifetime value – even Shell now gets it

There was an article in the Daily Record last month (Store bosses tell staff to put customers first to win business) that caught my eye as I was browsing my RSS feeds and other sources for ideas for future blog posts. The reason that this article caught my eye was the news that Shell has […]

Making your customers successful is a great way to retain them – Interview with James Freedman, CEO of Zone

This is the tenth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the […]

Customer retention: Increase customer switching costs by doing something that is low revenue, constant but difficult to replace for the clients

This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their people’. You can pick up an electronic copy of the […]

You don’t retain your customers by ignoring them

I find it amazing how some companies treat their customers. Particularly, those that are existing customers and have been for a number of years. Let me tell you a story. The other week I received my car insurance renewal quote from Elephant. In the renewal letter it states the new premium price for the coming […]