Which retailers are failing at customer service?
A new CHOICE survey has uncovered which of the country’s largest retailers are delivering the best and worst customer service, and the results don’t bode well for Harvey Norman.
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What happened to excellent customer service?
Smile, be nice and help out doesn’t seem like it’s that hard to do in customer faced roles, right? It’s really the basics of customer service – or so you’d think.
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Small fries better at service than big guys
Although customer service standards remain below par in Australia, consumers have rated small businesses better than big organisations at delivering a positive customer experience.
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How good fleet management makes for happy customers
According to the Australian Bureau of Statistics (ABS), the number of light commercial vehicles has increased in the past year accounting for 15.5 percent of all vehicles registered, just behind passenger vehicles. This means more SMBs are looking to leverage their vehicles and optimise operations – to gain a competitive edge and maintain superior customer service.
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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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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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Most important question in business
One simple question can determine whether your company will succeed or fail. Make sure you ask it constantly.
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Why you should pay attention to your Net Promoter Score
Good customer service could be the competitive advantage you’ve been looking for, and a new methodology called the Net Promoter Score is helping businesses see how likely customers are to recommend them to another person. Here’s how it works.
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Telephone audio: A sound way to influence customers
As a business owner or operator you probably set aside a budget for building your customer base. Odds are a lot of this spend is designed to get your phone ringing. But have you given any thought to how you handle those calls when they’re answered or the caller is placed on hold?
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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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Five business benefits of the mobility trend
Mobility is one today’s most prominent business trends, and for good reason. SMBs that fail to embrace it will become increasingly difficult to deal with and will battle to keep their place on the map. Here are five reasons your business should go mobile.
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Endear customers to your business with a service point of difference
Australia is not known for it’s remarkable customer service, which is why so many of us are shocked when we’re greeted with some outstanding customer care. Here, MYOB’s Kristy Sheppard shares a recent service experience that surprised her, and how this has endeared her to a business she wouldn’t normally frequent.
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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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To grow sales, turn your workplace into a theater for customers
Here’s a marketing idea worth considering: Give your customers a front-row seat and let them watch you work.
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Experience: The simple secret to eCommerce success
Studies have shown that poor performance of eCommerce websites can directly result in loss of revenue, poor customer satisfaction and damaged reputation – it takes just a second for a customer to switch to a competitor’s site. This expert advice will help you ensure your site is up to scratch.
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Social media + cloud = great customer service
As social media becomes more pervasive and powerful, it is being viewed by some businesses as both a threat and an opportunity. Here’s how to protect your business from an online customer revolt.
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Table of Plenty founder on community and customer service
With just over six years in the business, Kate Weiss’ Table of Plenty is already offering the world a taste of healthy and delicious Australian snacks and muesli. Now, she’s sharing her reasons for starting the business, and what drives her to further success.
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A big business secret every small business can use
Big businesses appear to have one huge advantage over smaller guys – they have access to best practice knowledge and tools to help them beat their competition – especially smaller competitors. Think you can’t access these skills and knowledge? Think again.
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Turn criticism into money
Criticism…who needs it! Well, you do, if you truly want to understand your customers, take the bad with the good, and spin it into gold. Here’s how.
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Half of consumers now connect with brands on social media
Over half of all Australian online consumers are interacting with businesses and brands on Facebook and Twitter, according to new research, again highlighting the importance for SMBs to add these social networks into their marketing mix.
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