It’s important for companies to pinpoint and identify exactly who their customers are. After all, today the term ‘customer’ doesn’t simply refer to ladies and gentlemen that buy a product and vanish into the night—it also speaks to people we interact with on every level, including our co-workers, our peers, bosses and strategic partners. Even communicating a mission statement to the media counts as an exchange of information and energy with … [Read more...]

67% of consumers state they are inclined to spend more money with a company that provides top-notch customer service, and 75% of consumers are willing to spend more money with companies that boast a history of quality customer service. To keep the numbers high, businesses small and large are still putting the customer first. But what is their approach? Read more here! … [Read more...]

The 2012 Worst Customer Service Awards are a dead-heat: Vodafone Australia and Telstra Corporation provided the worst service this year, judging by 160 reader responses. The awards are a chance for readers to whinge about Australia’s epidemic of poor customer service, and the format is hardly scientific for benchmarking bad service. But these raw responses, many of them detailed, give useful insight into recurring service problems. For the full … [Read more...]

Stew Leonard's is a chain of four supermarkets in Connecticut and New York, which Ripley’s believe it or not! deemed "the world's largest dairy"; with fortune magazine listing Stew Leonard’s as one of the "100 best companies to work for". The store’s fame comes from its innovative in-store marketing, which includes an area for kids to have fun while the parents shop. This new concept of selling has taken away the stress from long lines at the … [Read more...]

Non–verbal signals are an important indicator of people’s feelings, however, it is hard to support claims such as 70% of what we say is conveyed non–verbally. You need only to take a part in any discussion on television and play it without the sound to discover that you have little to no idea of what is being said. A more accurate view of the relationship between non–verbal and verbal communication is that they work together. For instance, if a … [Read more...]