Tags |
|
|
Links |
|
|
Add You - Why Hasn't Customer Service Improved Despite the Profusion of Databases and Technology?
Nothing on earth can bring humanity together than the Olympic Games. It also applies that nothing can bring global business together than the quadrennial meet.Last weekend, the mountain city of Turin, host to Italy’s industrial revolution and the holiest relic in Roman Catholicism, became host to more than 2,000 athletes from some 88 participating nations.The twentieth edition of the Olympic Winter Games, like other Winter and Summer Olym
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The thre
Delaware corporations are corporations that have their charter in the state of Delaware. Delaware has long been known to be a corporate-friendly state, and its long tradition of successfully applying corporate law allows it to score over rival states even though other states too are sometimes as corporate-friendly as Delaware, if not more. It is also widely acknowledged that the Delaware General Corporation Law is the nation’s most flexible and develop
Databases and technology are tools that we can use in our businesses. There has been a lot of emphasis on Customer Relationship Management recently which is very much about using this technology. But what has this got to do with customer service? Absolutely nothing. Not unless the people running that business are motivated and passionate enough to use that information in the right way.
I see fabulous examples of customer service from all over the world. And the amazing thing is that, in most cases, it comes from businesses that have no technology. Little shops and restaurants, taxi drivers, libraries, one person businesses. They have found a way to dazzle and delight their customers that has nothing whatsoever to do with technology. And yet the larger businesses put so much emphasis on technology. "Let's profile our customers. Let's monitor their spending patterns. Let's change the layout of our shop so that they spend more. Let's give them reward points."
This is not customer service. This is a misguided attempt to increase sales without understanding that customer service is about dealing with people. We buy from people we like. We want to fall in love with the businesses that we buy from. And love doesn't come from databases.
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The three
They say that any organization, project, idea, or anything is only as strong as its weakest link. That is no more true than in the world of medical billing. The problem is, medical billing has so many weak links in its structure that it is a miracle that anything at all gets done. In this article, we take a look at just a few of these potential disaster areas.The biggest weak link in medical billing is the system itself. Oh, you can make all
I see fabulous examples of customer service from all over the world. And the amazing thing is that, in most cases, it comes from businesses that have no technology. Little shops and restaurants, taxi drivers, libraries, one person businesses. They have found a way to dazzle and delight their customers that has nothing whatsoever to do with technology. And yet the larger businesses put so much emphasis on technology. "Let's profile our customers. Let's monitor their spending patterns. Let's change the layout of our shop so that they spend more. Let's give them reward points."
This is not customer service. This is a misguided attempt to increase sales without understanding that customer service is about dealing with people. We buy from people we like. We want to fall in love with the businesses that we buy from. And love doesn't come from databases.
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The thre
Now that you’re familiar with the differences between marketing and advertising, and you have some understanding of the basic factors we apply when putting together an advertisement or an advertising plan (see that issue again or sign up so you don’t miss an issue), it’s time to think about effectively leveraging your time, effort, and money. A website can help you do just that.People often ask “Do I really need a website?” Our response is, “You
This is not customer service. This is a misguided attempt to increase sales without understanding that customer service is about dealing with people. We buy from people we like. We want to fall in love with the businesses that we buy from. And love doesn't come from databases.
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The thre
Jannice K., a past Virginia resident, now California resident, worked in Burger King for ten years. Back when I was a junk food addict, she passed me the bag and drink through the drive through window. Occasionally, I would go inside to eat. We became friends and soon had regular times together early afternoons during her break. It wasn't long before I discovered Jannice’s real buried passion was grooming dogs. She sparkled whenever the top
This is not customer service. This is a misguided attempt to increase sales without understanding that customer service is about dealing with people. We buy from people we like. We want to fall in love with the businesses that we buy from. And love doesn't come from databases.
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The thre
I did exactly what the magazine wanted me to do. I bought it solely for an article featured on the cover. But when I got it home and started searching for the piece I wanted to read, I couldn't find it. The headline drew me in, but hidden behind other features was an article with a different title that sort of, kind of, talked about the topic. I felt cheated.I feel cheated sometimes at work, too. There are people who make claims they can do this
My research into literally hundreds of businesses has identified a number of key elements that I believe combine to create a great service experience. They are like pieces of a jigsaw; the more that you can assemble the clearer the picture becomes. But let me tell you about just three of them. The three that I think are the most important.
The first is communication. How do we communicate with our customers? And I don't mean email or letter or telephone. What I mean is, do we really make an effort to get on side with our customer? Do we look at things from our customers point of view? Do we understand all the things that our customer is feeling, seeing, hearing, tasting and smelling? Do we communicate in ways that our customer understands? And do we listen? Really listen?
The second is systems. I don't mean computer or technology systems. Just simple systems. How do we do things? How we treat our customers? Think about all the businesses that you have ever worked in. Did any one of them ever say to you on your very first day, "This is how we treat our customers here"? More likely they probably said, "This is how you take the money. This is how you chase up payments. This is how you operate the computer". Most employees do what they think is expected of them.
The third element is leadership. There is a direct correlation between strength of leadership and the amount of extra effort that people put into serving customers. Great leaders understand their internal customers - their employees. They understand what motivates them, what inspires them, w
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.addyou.info/article/15657/addyou-Why-Hasnt-Customer-Service-Improved-Despite-the-Profusion-of-Databases-and-Technology.html">Why Hasn't Customer Service Improved Despite the Profusion of Databases and Technology?</a>
BB link (for phorums):
[url=http://www.addyou.info/article/15657/addyou-Why-Hasnt-Customer-Service-Improved-Despite-the-Profusion-of-Databases-and-Technology.html]Why Hasn't Customer Service Improved Despite the Profusion of Databases and Technology?[/url]
Related Articles:
Negotiating Salary And Other Aspects of The Job Offer
5 Ways to Drastically Improve Your Resume in 10 Minutes of Less
Bookmark it:
|