Outstanding customer service is not a regular occurrence, but when it is shown it blows its competition out of the water. I received this message the other day, and straight away was astounded at how nice it was for Medibank to offer such a service, and by making it so easy for their customers to receive their Statement of Benefits. Medibank do not need to offer this service, however they know that by doing so they are going beyond their … [Read more...]
Managing Expectations
Barry Urquhart, Managing Director of Marketing Focus, has written a great article on Customer expectations of businesses and suggests how businesses can try and meet them. Within the article, Barry states that every prospective and existing customer and client arrives at the premises, on the telephone or on-line with expectations. These expectations can be and are influenced, or indeed often determined in part or in whole, by past experiences, … [Read more...]
