Customer acquisition and retention

Performance Improvement: Do your customer experience ads lie?

We want to share two examples of brand trashing and, for complete contrast, a great example of... read more

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John P Dawson Managing Partner at Dawson McDonald Consulting
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Jef LippiattOwner at Startup Chucktown
Brian, I can give you a bit of hope. Although many businesses here in the US have terrible service as well, there are 3 businesses that have outstanding customer service and experience. 1. Publix - A regional grocery chain. They will walk you to items in the store that you are looking for, go to the back and bring out items that were out of stock on shelves (they won't just bring enough out for you they will restock then and there), they will take out your groceries, if it is raining they will hold an umbrella over you as you push your cart out to the car (they will get soaked to keep you dry). 2. WOW - A regional/small national cable and internet provider. It is a shock compared to Time Warner or Comcast, but WOW does really live up to their name. It is easy to get through to an actual person, they come when they say they will and their pricing is fairly transparent. 3. Stickermule - An online seller or custom / die-cut stickers. They offer free shipping on every order (within the US), their pricing is great (have tons of ways to save money with deals and competitions), they pack each order with 1 or more sign off slips by actual employees, their online system is super easy to use. Sadly those are the only examples that come to mind, but they exceed the status quo of garbage customer service, I'd gladly spend more than all of them charge for the product / service I get.
John P DawsonManaging Partner at Dawson McDonald Consulting
Thanks Jef & Brian for your comments. delivering great CX consistently is a challenge for all organisations.
Customer acquisition and retention

How to Earn and Keep a Customer's Trust

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Customer acquisition and retention

Customer Loyalty 3.0 Is Never About Transactions. It's About Getting to Know Your Customers.

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Customer acquisition and retention

How to Manage Clients When You Own a Freelance Graphic Design Business

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Customer acquisition and retention

Fast feedback means faster customer growth

When it comes to building a fast-growth, scalable startup, there are many resources out there that...read more

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Customer acquisition and retention

Do you have a Long Distance Relationship with Your Clients?

A couple of months ago I answered a question in a business forum relating to keeping customers... read more

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Brad Lyons at Rodcha
I currently live in Thailand however the majority of my clients are in Australia. No issues with client relationships as long as you have a good line of communication. As you said "Never underestimate the power of a phone call".My clients love that they can just call a local number and still come through to me no matter what country I am in. The time zone can be an issue if you are not prepared however I still live by the Australian time zone. I am up and ready to work by 9 am AEST. Thailand is only 3 hours behind so no major issue there. I believe it is important when working remotely from another country you should make the effort to visit your clients in person. his could be by attending a industry conference or organizing a trip back to Australia and arrange as many meetings as possible. Nothing is better than face to face contact, it builds trust and if you have new clients they will want to meet you. Every year I come back to Australian and meet with current and new clients. However making sure you are setup correctly to work remotely is very important. For example I have a QLD and NSW landline number clients can call, comes through to me even if I am in Thailand, Cebu or anywhere else in the world. Clients only pay the cost of a local call and they love that.While clients love being able to make a call at times they want answers without having to call. Having an online CRM gives your clients the ability to do this 24/7 so there are no issues with time zones. They can leave messages, request updates, make changes to jobs etc. Online CRM's don't cost a lot of money, in fact there are a lot of free ones out there. I would recommend even if you are still in the same country as your customers, setup systems and processes so you can operate from anywhere in the world and your clients will love you for it.
Lisa OrmenyessyOwner at Straight Talk Group
Great point Jef, even now when writing articles I think about who is reading and adjust spelling accordingly. With a global audience this is getting tougher! Having a sense of humor when dealing with clients from different countries is a biggie too, when the communication breaks down, we can always laugh and celebrate the differences :-)
Customer acquisition and retention

What's More Important: Retaining Customers or Acquiring Customers?

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Customer acquisition and retention

3 Quick Tips for Handling an Upset Customer

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