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flevyblog
The Flevy Blog covers Business Strategies, Business Theories, & Business Stories.
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Marketers have long been fascinated by why certain products capture the public’s interest, becoming integral to daily routines, while others quietly disappear from the view. This intrigue is not only limited to consumer goods, but… The VRIO Framework
In a world where Customer Loyalty and Satisfaction are paramount, the Customer Effort Score (CES) emerges as a beacon guiding organizations to optimize their interactions. This article is centered around one of the most impactful… Customer Effort Score (CES)
Providing effective customer service necessitates comprehending how the customer’s mind works and what drives their choices or actions. Measuring and improving service quality is crucial for enhancing Customer Satisfaction, Customer Loyalty, and overall business success. … RATER Model
Transforming a product-driven firm to a customer-driven enterprise is inevitable today in order to stay ahead in today’s extremely competitive market. The days of mass marketing, mass media communications, and little-to-none direct interface with customers… You’re Building a Customer-centric Organization, So Where’s the Customer Department?
For many companies, improvements in technology over the past few decades haven’t improved their customer service. In 1976, a White House study found that only 23 percent of customers were completely satisfied with companies’ solutions… How Technology Helps You Deliver Better Customer Service
Customer care or service quality or quality of service seems to be a fallacy nowadays. The truth that some of us tend to forget sometimes is that we are all customers and we are all… When You Care Enough to Give Your Best
While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere… Three Smart Ideas for Handling Customer Service Exceptions
Editor’s Note: Jim Cucinotta is a very senior executive, with over 20+ years of experience in leading sales, marketing, and operations teams. He is also an author on Flevy. You can view his firm’s business training guides here.… Follow the P.A.I.R. Method of Customer Service for More Success
You’ve been told you should be measuring your customer satisfaction, but you’re wondering if it’s really worth it. Or, maybe you’re trying to drive sales growth and wondering whether improving your customer satisfaction will help.… How Customer Satisfaction Drives Sales Growth
As 2014 wound down, I took the time to pause, and look ahead to what top customer service trends will surface in 2015 and beyond. Good service — whether it’s to answer a customer’s question… Customer Service in 2015
Company websites serve businesses in a variety of ways. To some, it’s the mecca that showcases all of your best work. To others, it’s a way to capture leads. However you categorize your company website,… Improve Your Website to Satisfy Customers
One of my early roles was in a Call Centre environment, but I still see the same culture 15+ years later! We only received inbound calls, so invariably people always had questions or problems they… Brand Not Product