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Ideas, tips and techniques for new generation selling and customer support.
Category Archives: social media
2009
Low Tolerance for Error When it Comes To Customer Retention
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Nineteenth century British Prime Minister, Benjamin Disraeli once said, “Never complain, never explain.” The sentiment may be hundreds of years old, but I witnessed a customer exercising that bit of wisdom just today. I was sitting at a tire store, waiting with another customer to have winter tires put on my car. The wait was ridiculous, and the other customer and I said as much to each other. There was no communication from the company, no explanation as to why something they told us would take 20 minutes was now spilling into hour two. After flipping through an outdated magazine for the third time, I watched as my silent companion walked to the desk, calmly asked for her keys, and left.
2009
Better Customer Care – an Imperative for Every Business
Delivering better customer care – or, frankly, even adequate customer care – is no longer a soft aspect of running a business. Better customer care can propel your business – increasing profits through customer retention – or it can make you the latest goat on YouTube.
Do customers really demand better customer care? They certainly react to companies who take Seinfeld’s “Soup Nazi” approach. Continue reading after video >>
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