In this age of online price comparisons and price matching, customer service is increasingly becoming the key differentiator amongst brands. The companies that are amassing large numbers of brand loyalists are those that can deliver a personalized, seamless customer experience. Although it’s necessary to have the right contact center infrastructure in place to effectively help …

A brand makes a promise to its customers, your customer experience keeps that promise – but the issue is many times it doesn’t, as the branding team and the operations team are in different silo’s.  Brand managers know that making promises is easy; delivering on them is where the work begins.  As such, it is …

It seems like every day, I’m seeing an advertisement for the position of Chief Customer Officer.  Although not nearly as ubiquitous as many other occupations, it’s indicative of the importance many companies now place on the customer and ensuring that their experience in dealing with the organization is positive, regardless of where in the buying …

Customer service today is as much about creating brand advocates, as it is about solving problems and addressing complaints. With the rise of social media and digital trailblazers such as Amazon, Yelp, Uber and Netflix, This shift has not only brought with it new risks and challenges for established brands, but also unprecedented opportunities, for …

What is your brand promise? If you asked your customers that question, would they know the answer?  And if they do, would they also be able to say that you deliver on that brand promise? There are some companies that are so good at what they do, that with just a sentence or a few …

You’re delivering a quality product/service that your customers are over-the-moon about?  That’s great news – but how do you know this exactly? Are your staff telling you? Are you hearing it from your franchisees? Do you never get any complaints? Do you just know it – because that’s what you’ve worked hard to do? It’s …

If you asked your colleagues why they or your organisation have recently lost business to a competitor, what would they give as the most common reason? When I’ve asked clients or audiences the same question, without fail the immediate response is ‘price’ – and that happens pretty much anywhere in the world I happen to …

For all organisations, monitoring the voice of customers is an essential, in order to improve operations and remain competitive. But are current methodologies and systems delivering what we need? Rita Tochner shares her thoughts on ensuring every customer’s unique voice is be heard.

Customer Service Interlinks with Brand Power; Brand Power Interlinks with Customer Service Two of the key drivers to building brand strength are creating a distinct brand identity and developing a unique brand personality. Unfortunately, semantics often gets in the way of understanding how these two factors can influence brand power. Brand identity, for example, is …