In business, "Brand Image" is at the top of the "important list." Consumers do business with a Brand -- the name on the sign out front – it's all they know. Most consumers are oblivious to the ownership of "bricks and mortar" (who pays the lease or owns the building). The BRAND is all that … Continue reading Why So Many Franchised Organizations Achieve Mediocrity
Am I your top priority? That’s the question consumers want answered whenever they make a complaint or leave a negative review. They will determine the answer to that question by your response to their input. An unhappy consumer will measure where they fit into your priorities using several factors: Do you respond to their complaint?How … Continue reading Is Your Complaint Management Consumer-Centric?
Am I the only one? I think not. It seems the greeting of “higher than normal call volumes” is the perfunctory standard greeting these days when you call a customer service department. Is it really “higher than normal” if that’s the only response customers ever hear? Even when customers knew that the pandemic was wreaking … Continue reading Customers Aren’t Buying the “Higher Than Normal Call Volumes” Excuse
Yes, the COVID pandemic is still affecting business operations almost a year after the initial shutdown in the U.S. If you're a hospital struggling to care for patients with overworked staff, patrons will understand and extend grace. But other establishments who still blame the pandemic for their customer service failures cannot expect the same. There … Continue reading Consumers Are Tired of COVID as an Excuse for Poor Service
Customer feedback is a critical component of building long-term engagement Just about all companies today tout customer satisfaction as a key priority. Businesses in every industry invite feedback, solicit ratings and encourage both praise and complaints. Communicating with customers already doing business with you seems to be a no-brainer, and it's easy to see why … Continue reading It’s All About Relationship
How Machine Learning Enriches Customer Feedback The terms “machine learning” and “AI” are being used more frequently. They are two terms that are often used interchangeably in marketing. Sci-Fi movies often depict AI as some machine, the all-knowing oracle, capable of answering all questions posed by the film’s human cast members. While there will be … Continue reading A Crash Course in Machine Learning
Many businesses have a love/hate relationship with Yelp. They love it when Yelp appears to be working to promote them. But they hate how fickle and unpredictable Yelp seems to be. Business owners and managers can easily be baffled by the seeming randomness of Yelp’s recommendations and filtering of legitimate reviews. They ask questions like: … Continue reading Mastering the Mystery of YELP Reviews
Customer reviews posted on a business’ Google profile have become critical marketing collateral. This is especially true for local search. The top three or four names on a local Google Maps listing are much more likely to be called than any others. The order of business names on those lists is not random. Google has … Continue reading A Quick Response to Google Reviews Pays Off
Who Are Your First Responders for Customer Care? The term “first responder” has gained a high-level of respect. It doesn’t single out a particular type of public servant. Instead, it is all-inclusive of those who are most likely to be the first on the scene of an emergency. In some instances, the first response comes … Continue reading June 20 – Who Are Your First Responders for Customer Care?
The Key to Who Survives the Economic Crisis What will the “new normal” look like? That’s the big unanswered question. There may be some who still think that life will gradually revert to what it was B.C. (Before COVID). But the realists among us understand that any major crisis leaves a permanent mark on our … Continue reading Customer Communication: The Key to Who Survives the Economic Crisis
4 Key Strategies for Businesses Transitioning Out of Lockdown We may not be there yet, but the time is coming when businesses will reopen, and people will go back to work. Are you doing things now that will ensure that your business is one of those that will bounce back when that happens? Let’s look … Continue reading 4 Key Strategies for Businesses Transitioning Out of Lockdown
The Age of Going Viral – The Good and the Very, Very Bad With all the coverage of the coronavirus, it got me thinking about viruses and how easily they spread. There is nothing systematic about the spread of a virus, especially when it can be spread through the air. You don’t know who might … Continue reading March – The Age of Going Viral – The Good and the Very, Very Bad
Customer feedback can be negative or positive. Regardless of which it is, the customer has taken the time to express their opinion to you. If you acknowledge their communication about your business or product, they feel heard and valued. And since an unhappy customer is more likely to leave feedback than a happy customer, you … Continue reading The Importance of Responding Quickly to Customer Feedback
What Happens When a Customer’s Request or Complaint Is Ignored? Speed and convenience are both highly valued by today’s consumers. We want it fast, and we want it easy. In 2011, Oracle reported that 50 percent of consumers gave a brand just one week to respond to an inquiry before they stop doing business with … Continue reading Are Customer Service Response Rates Hurting Your Business
Survey Fatigue - It's Real It's something everyone can relate to - SURVEY REQUESTS. It's impossible to avoid them. Whether you do business in person or online, survey requests are inescapable. They clutter receipts, flood inboxes, and popup on websites. Even routine doctor visits are followed up with a request to fill out a survey. Intense competition across all … Continue reading The diminishing value of Customer Surveys -Survey Fatigue – It’s Real