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3 Customer Service Tips for Reaching Super-Powered Customers

Posted by Dong Dao on Jan 28, 2013 9:02:00 AM

Modern customers now have superpowers, have you altered your customer service match? Technology has changed customer service both in how we sell and how customers want us to sell to them.

It's normal for customers to use the Internet and social media to inform their buying decisions, but smart touchpoints have also begun to shape their values. Smart touchpoints are avenues like social media that allow customers the opportunity to pro-actively respond. They take customer service to a new level beyond traditional one-sided touchpoints like print advertisements or salespeople that must first seek out the customer.

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Topics: Training and Development in Business, Customer Services Quality Enhancement

A Cheat Sheet for Building Customer Loyalty

Posted by Rick Yvanovich on Jan 17, 2013 8:15:00 AM

Customer loyalty comes down to one essential idea:  you and your customer must share the same goal. You might see yourself as the friendly sales person reaching down to fulfill the company’s need, but this hierarchical perspective will not lend itself to customer loyalty. Remember that it’s cheaper to keep existing customers than to find new ones. A satisfied customer does not guarantee a repeat customer. So how do you and your customer get on the same page?

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Topics: Customer Services Quality Enhancement

Finding Common Ground: Creating Customer Loyalty

Posted by Anh Mai on Jan 14, 2013 8:15:00 AM

"It's over." "We're done." "We've lost them." These are all phrases that are hopefully never said when it comes to your customers. Developing customer loyalty consists of an ongoing relationship filled with innovation, cooperation, and ultimate satisfaction; however, assuming that a customer is satisfied could create a false sense of loyalty. In order to build extreme customer loyalty, a company must continually develop themselves to fulfill the needs and desires of their customers.

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Topics: Training and Development in Business, Customer Services Quality Enhancement

Can Social Media and Digital Tools Make You Like Your Job More?

Posted by Rick Yvanovich on Oct 31, 2012 8:58:00 AM

Customer service is important but according to Zappos CEO Tony Hsieh, one thing may be even more important: company culture. He is a strong believer that if a company gets that right, everything else will fall into place.

Researcher Dan Denison, who has spent much of his life studying workplace culture, defines it as “the underlying values, beliefs and principles that serve as a foundation for an organization’s management system as well as the practices and behaviors that both exemplify and reinforce those basic principles.” Some company’s executives emphasized establishing a positive workplace culture early on in the formation of their company, so it has become a natural part of running their business.

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Topics: Workplace Management, Customer Services Quality Enhancement

7 Crucial Considerations for Hiring Top Performing Sales Reps

Posted by Anh Mai on Aug 30, 2012 10:11:00 AM

Our character is what we do when we think no one is looking.” – H. Jackson Brown Jr., New York Best Times bestselling author.

Good character: that is what sales managers need to keep in mind when hiring top performing sales reps. It’s important to hire sales people who have the right competencies and characteristics, and who will perform on the job even when you’re not looking over their shoulder.

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Topics: Workplace Management, Training and Development in Business, Team Management, Customer Services Quality Enhancement

American Airlines Loses Cat and Customer Loyalty

Posted by Anh Mai on Dec 17, 2011 11:48:00 AM

Customer loyalty and social media make for an interesting combination. On August 25, 2011, Karen Pascoe packed up and  headed for New York's JFK airport with her two feline best friends and pets, Jack the Cat and brother Barry. Shortly after clearing security, Pascoe was informed by an American Airlines (AA) employee that Jack was missing.

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Topics: Workplace Management, Customer Services Quality Enhancement

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