Knowing what the customer wants and how they think about a brand or its products has become increasingly necessary in business and surveys are a popular and effective way of getting the information required. Designing a survey involves much more than just choosing the questions to ask, care must be taken to avoid customer survey mistakes that occur during development. Continue reading 11 Costly Customer Survey Mistakes You Should Avoid [Infographic]
The customer’s experience is the final outcome of his/her overall experience interacting with a brand. It has now become a tool which can differentiate various brands competing in a given market. This experience determines whether the customer comes back or refers the brand to others.
Recently angry customers of a certain Nigerian airline lost all cool and attacked a manager of the airline after their flight was delayed for 3 days with no communication or any attempt by the airline to cater for inconveniences or provide refunds.
Suppose you walked into your favorite bar on Friday, and notice new chairs, tables, security and a queue guide (that’s right, a queue guide). After you’ve spent a few minutes on the queue, it’s finally your turn to order your drinks! but there’s something not right about the type of service you’re getting on this day.
When you are able to render the sort of service that leaves your customers satisfied, happy or excited, you can bet they’d want to come back again, and if their expectations are met a bit consistently, they are likely to come back with someone else, tell people about you or both.
This video titled ‘Welcome Back’ is the fourth series in the ‘Life’s for Sharing’ campaign created by Saatchi & Saatchi for T-Mobile. The ad involved Heathrow’s Terminal 5 arrivals being greeted & welcomed by a crowd of over 200 people spontaneously bursting into song, giving the travelers a welcome they would never forget.
Dealing with angry customers is something no customer service professional looks forward to, unfortunately managing angry customers is somewhere in the job description of most professionals.
Customer service expert Shep Hyken, shares valuable tips on how businesses can stay on the cutting edge in area of customer service & experience in this 2 minute video.