applied know how
Consumer’s today are increasingly demanding. Not only wanting high quality products but expecting high quality customer service.
Delivering superior value to the customer should be the prime concern of business Managers. This not only includes the actual physical product but their customer service component as well. Products that do not offer and integrate good quality customer service that meets the expectations of consumers are difficult to sustain in a competitive market.… Read more
Last week, I introduced ways in which you can manage customer expectations.
McKinsey in their review of banks performance focus clearly on the moment of truth or the customer experience in assessing whether banks have increased performance.
So how you manage the expectations and experiences of your customers really does influence their purchase behaviour.
Let me go further, by introducing you to a little background.… Read more
Last week I wrote about happy customers and managing expectations.
Today, I’d like to take that a little further, by looking at ways we can use expectations to benefit our business.
Last week all I suggested was; “under promise and over deliver, but not by too much“. OK, not too insightful, although often this first most basic step is ignored. … Read more
As a General manager you should aim to have a happy customers.
There are times, though, when customers become unhappy, even though you believe they have no right to be. And remain less than happy, no matter what you do.
Today, I’d like to offer some advice, an explanation, and a general strategy.
The advice is- get used to it.
While you can create a great environment for customers, you can’t make some unhappy customers happy.… Read more
After a year in freelancing, I’ve picked up a few ideas that, had I known before I moved into freelancing, would have made my life a great deal easier.
Friday that the week is over, freelancing means everyday is a workday or a weekend.
Im certainly not saying I have all this great habits that I’ve found on the internet, but good habits that successful freelancers are forced to develop in order to build a network, manage clients, and take care of themselves are an essential starting point for anyone considering leaving regular pay..… Read more