Delivering exceptional customer experiences is a narrative that has prevailed over the last few years. Adherence to this standard is mostly driven by two fears, losing your list of existing customers, particularly when switching costs are low, and lastly the comparably higher cost of recruiting new customers. As a business, you obviously want to avoid …

Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience. This means having the right strategies in place. The …

To understand why customer feedback is vital for any business, you have to look at the foundations of the market economy. The free market is made up of producers and consumers. In the dimension that interests us, companies are producers while individuals and other companies are consumers of goods. To reach success in such a …

Whether your tough customer is a hot head or an ice princess, unresponsive or constantly showing up on your caller ID, one thing’s for certain, it takes special effort to manage a relationship with someone who is difficult. Is it worth the trouble? You bet! Customer opinions wield strong influence over businesses. They can post …

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 …

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 …

There continues to be ongoing debate around the topic of the role of art and science in marketing. A debate that highlights why marketing as a function continues to struggle to assert itself and to deliver real commercial value. As in all good stories, let’s start at the beginning. So what is the purpose of …

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 …

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.