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...]
Quote of the week : Walt Disney
Walt Disney's quote here really takes business back to it's core purpose. To become a successful business, you need to go that extra mile to exceed expectations of your customers. By doing so, your customers will repay you by bringing their friends. … [Read more...]
Quote of the week: Unhappy Customers
Quite often, businesses refer to their favourite customers as the ones who don't complain, and continue to buy from them. However, what you should take from this quote, is that the customers who complain or give feedback, are probably the most important customers to you. If you look at it this way, technically they are giving you free advice on where you can improve on your business. And if one person feels this way, it is likely that more … [Read more...]
Quote of the week – That little ''Extra''
I always relate back to this quote when I talk about service. Customers are much more likely to talk about your business, when they have received that little ''extra''. Is YOUR business giving that little ''extra'' to your customers? … [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...]
