“I would label the consumer of 2025 in three ways: more demanding, wiser and more worried.”
Mike Clasper (the former President of Procter and Gamble)
Going by above prediction, organizations which will understand the customer, have knowledgeable sales person and heart, will attract more loyal customers.
Customer Service Quote #2
- on Thursday, February 26, 2009
- Customer Loyalty, Customer Service Quote
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Awry Interactions
Cynthia has written a good post on how employees can make or mar customer experience.
"In my opinion, the key to a successful business is to stay aware of what you and your staff are saying, doing, alluding to and intimating. Be aware of what goes on when you're not present. Realize that every greeting, comment, gesture, whisper, shrug and eye roll will impact your client. Be reasonable in what you expect from yourself and your staff, then strive to exceed those expectations. Make sure your clients remember you for the right reasons."
This post once again highlights that customers should be treated with great care by each and every employee.
Taj - Forgettable experience
- on Tuesday, February 24, 2009
- Customer Experience
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"Long before we stepped through the Darwaza-i-Rauza, the grand gateway that leads to the Taj Mahal, we had lost much of our eagerness to catch a glimpse of the iconic building. Everything up to that moment had been one colossal let-down after another."
Yes, the monument described above is our Taj, one of seven wonders of the world. Taj which is known for its brilliant architecture, clad in white marble and is an epitome of love. But even this splendid building can not undo the bad experience that visitors have in and around Taj.
Customer experience is sum of all interactions that customers have with product or service. One bad interaction can spoil the whole experience.
In case of Taj, interaction starts from parking where rates are not updated. Poor management of queues add to the woes of visitors and littering of horse-shit around the place just make things worse (and stinking too!). Lazy policemen, beauracratic employees and lousy announcers are just not tolerable. After so many poor interactions, it is difficult for Taj to lift the whole experience of visitors.
It takes a lot more than great product and amazing service to deliver an unforgettable experience. Be sure that everything falls into place. Or else slip is inevitable!
Yes, the monument described above is our Taj, one of seven wonders of the world. Taj which is known for its brilliant architecture, clad in white marble and is an epitome of love. But even this splendid building can not undo the bad experience that visitors have in and around Taj.
Customer experience is sum of all interactions that customers have with product or service. One bad interaction can spoil the whole experience.
In case of Taj, interaction starts from parking where rates are not updated. Poor management of queues add to the woes of visitors and littering of horse-shit around the place just make things worse (and stinking too!). Lazy policemen, beauracratic employees and lousy announcers are just not tolerable. After so many poor interactions, it is difficult for Taj to lift the whole experience of visitors.
It takes a lot more than great product and amazing service to deliver an unforgettable experience. Be sure that everything falls into place. Or else slip is inevitable!
Loyalty and relationships are saviours
- on Monday, February 23, 2009
- Customer connect, Customer Loyalty, customer service - Retail
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Adage came up with their analysis on some retailers who are doing well in these tough times.
"With the economy in a tailspin, the retailers that are flourishing -- and floundering -- may surprise you. ...look at varied categories for common threads and found a few that point to higher sales: Keep spending, target your marketing and look for ways to offer value."
Couple of retailers are targeting its customers through "personalized conversations." They are investing their marketing dollars in building relationships with customers.
Most of the retailers do have loyalty cards but they are often clueless on how to use them. Loyalty programs do not go beyond offering extra points, additional discounts and special promotions.
They are hardly used for:
- relationship building
- to learn what your customers really value
- experience that customers are looking for
Happy Customers - Asset to die for...
- on Sunday, February 15, 2009
- Customer Loyalty, customer service - Hospital, People
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Happy employees can make lot of difference. Even in hospitals!
Hindustan Times reported
The findings suggest that the single-biggest factor in patient satisfaction is hospital employee morale, which starts with outside-the-box thinking at the very top management levels.
Hospitals are taking extra measure these days to make their patients comfortable. It seems apart from good doctors, it is other customer friendly initiatives which are helping them in keeping their patients happy.
...at the Florida hospital where patients receive a welcome letter with the CEO's signature and home phone number, they're also paid a visit by their unit's nurse manager, who also leaves cell and office phone numbers.
In difficult times like these loyal customers and happy employees are indeed a great asset.
