Customer service used to be a hotline for complaints. It used to be a reception desk for special requests, and the occasional raffle or the lost child at the mall.
But as we all now know, customer service has evolved. Avis is most remembered for its 1962 campaign, “We Try Harder” (which, by the way, has just been retired! After 50 years!). Yes, this was an advertising line. But what they did was to put the customer in the middle of their marketing efforts to show how strongly they wanted you to go with them instead of the #1 rental company. Does anyone even remember who their bigger competitor was?
Asking for customer feedback is never easy, especially in person. The potential for being “put on the spot” is heavy on both parties, and is generally avoided. But thanks to the internet, it’s a lot easier to give unsolicited feedback. Online accounts for people and for businesses work on so many levels, as consumer protection and free marketing. But as it has opened the valves on people’s opinion, it released a torrent of opinion.
Starting with anonymous accounts, to the various Like/Dislike, +1, ReTweets, and Favorites, customer feedback is getting more and more important to host and to guest. Companies like TripAdvisor rely mainly on guest recommendations and warnings to hostels and hotels alike. A business owner should only Google their own business name to find out what are being said about them.
A common practice some years ago was to type in “I hate (company name)” to see if that web page was constructed. But it seems to have died out in the advent of social networking sites. It seems people prefer to let their friends hear their gripes, rather than to no one in particular.
It will be held at The Blue Leaf Pavilion, in McKinley Hill, Bonifacio Global City on September 14, 2013.
Customer Experience Advocates attending the summit will receive a gift from the SatisFIND booth.
Please drop by to say hello!
Before you can even make your customers happy, you need to understand their psyche. It is through this that you can actually find the ways on how to best serve them which will lead to you being able to give the most memorable experience you can to your customers. So what are the three things that your market is usually thinking? Read on below and find out. (more…)
One of the more culturally challenging business processes is checking for customer satisfaction. It is all too easy to look for answers that we want, and ignore the undesired ones. Furthermore, if you haven’t set a customer service standard within the entire company, it will be difficult to assess customer satisfaction.
Imagine everyone in your company asserting they’re doing a great job in terms of customer service, yet have different standards for “best practice” and what “customer satisfaction” means. You could even find inconsistencies in monthly reports, and have trouble in getting repeat business.
Sound familiar? Keep reading. Here’s how you can effectively check for customer satisfaction. (more…)