applied know how
The most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.
-W Edwards Deming
Last week I wrote about customer feedback, and I’ve had a question about one of the comments I made there. I said how do you assess a rating of 3 out of 5 when you ask a customer about service.… Read more
In the last of a series on customer services, today i”l outline four things you CAN do to reduce the effort needed for customers to enage with you.
I think I’ve made the case that its reducing dissatisfaction that drives better performance than providing more WOW moments to increase satisfaction.
In a customer care situation, whether it’s on the phone or through self-service options, some of the key problems that affect the customer’s ability to quickly resolve problems include:
Research found that customers who faced low effort getting problems resolved were 94% more likely to repurchase and 88% more likely to increase spend.… Read more
The post on holidays received the most comment yet, thanks! And as today’s a holiday why not keep the theme going.
It seems to me that holidays are something of interest, so in anticipation of your next holiday here are the things I do to plan ahead.
Your holiday should be a relaxing reprieve from your probably chaotic work life. And if you don’t prepare for the holiday, your chaotic career will overtake you and when your return you’ll feel even more stressed than you did when you left and vow never to take a break again.… Read more
For Board members or for non-commercial executives thinking about the commercial area of their business branding, marketing and advertising occupies most focus and sales is left pretty much to fend for itself.
This mindset is to be regretted, as sales must offer the business many opportunities to add value in building and retaining a strong customer network. I have seen too many great brands with fantastic advertising flounder because no one could buy their product, or retailers or wholesalers were constantly out of stock or pricing did not reflect brand values. … Read more
My approach has been quite simple- tackle problems head on- simple, but it may not be right.
Obviously in the behavioural style I’m in “high D mode”, and while this has worked, sort of, for me, it may not necessarily the best approach for you… or those who you have to have a difficult conversation with. The most difficult business conversations are easily those related to people, their behaviour, motivations and impact on or reactions to others.… Read more