Work on – not in – your business
Recently I delivered a session to a group of small businesses about how to work on the business instead of in the business.
...read moreArticles Tagged 'Customer Experience'
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Top customer experience trends revealed
Nunwood is a consultancy that is known to do Customer Experience Excellence (CEE) research.
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It takes five follow-ups to make the sale
Businesses expect to close in on a sale after communicating once with a potential buyer, but research found that 98 percent of sales occur once a certain level of trust has been established.
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5 steps to help retain your customer base
In an unstable economic climate, retaining customers is more cost-effective than gaining customers. RSM Bird Cameron offers 5 steps to ensure customer retention in your business.
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The 6 steps to multi-channel customer experience success
The introduction of a multi-channel strategy may initially appear dauntingly complex as it potentially incorporates seven categories of channel.
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Decoding a great customer experience
We all want our customers to be raving fans. To refer us their friends and loved ones and generally be advocates for what we do. It is commonly thought that the key to generating raving fans is to give them an amazing customer experience.
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Q&A with Jason Chuck, eHarmony’s new Vice President, International
Dynamic Business recently sat down with Jason Chuck, Vice President, International of leading online dating site eHarmony. Here’s what he had to say about online dating, customer-based strategising and international expansion.
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How to cultivate truly loyal customers
Every business wants loyal customers – but loyalty comes in many different flavours
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mCommerce allowing for a smoother customer experience
Technology has come a long way, creating a wave of new opportunities for small business. The latest trend in technology is mCommerce, and one expert is taking a look at how it allows SMBs to create a smoother experience for their customers.
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Five steps to creating effective customer surveys
Audience research can help you create the kind of online content that your customers value and rank higher in search results.
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How to deliver great customer service in a multi-channel world
To deliver quality customer service, businesses must work to understand the customers’ needs, how they like to buy – in-store, online or a combination of the both – and how to accommodate these requirements. Here are some simple ways to do this effectively.
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How CRM contributes to exceptional customer service
CRM is often misunderstood as for salespeople or front line staff who take orders. Increasingly though, ensuring that prospects and customers receive excellent service can no longer be thought of as simply the job of front line staff – it’s everyone’s responsibility and needs to be seen as a company-wide endeavour.
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Focus on customer service or fail, retail expert warns
Clothing retailers are being urged to perk up their customer service or continue to experience gloom and doom when it comes to sales. One retail expert has three pieces of service advice every store owner should live by if they want to stay in business.
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Winning over disconnected customers: Four ways
Businesses that quickly deliver personalised, relevant content using the channel customers prefer — whether print, email, web, mobile or social networks — can capture greater loyalty and reduce the chance customers will take their business elsewhere.
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Yelp Australia to promote local businesses
Community-led search website Yelp has announced the launch of Yelp Australia, which will allow users to create accounts through which they can swap opinions of and experiences with local businesses.
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What if 99 percent of customers prefer fake?
Rhondalynn Korolak blogs about standing out in a marketplace where imitations are plentiful.
“If you continue to compete based on price alone (or intangible claims), 99 percent of your customers will continue to assume that you are not the real deal either.”
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Does your business have a strong brand?
According to Danielle MacInnis, small businesses are well placed to build brands that create great customer experiences.
“More than ever branding is about being human, real and having a meaningful connections with your customers.”
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Which store strategy works best – clean or cluttered?
For those of you who are in the retail industry, you may have noticed a recent trend to clean up in-store environments – reduce shelf heights, remove dense ends and dump bins, widen aisles etc. – in order to increase comfort and make the shopping experience less stressful for customers.
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Retail versus Online – the gloves are off!
Borders, Angus and Robertson, Williams and now the 23 year old, Colorado chain all closing their doors – what is happening to retail in Australia? To survive today’s challenging economic conditions and successfully fight the onslaught of online shopping – bricks and mortar retailers need to re-invent the way they do business.
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Getting customers through the door
There was a conversation on radio station Nova 100 (Melbourne) recently that discussed businesses that were struggling to get customers in the door. There was an example of a pizza restaurant that was experiencing slow business while a competitor down the road was going gangbusters.
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