Category do customer service

A simple approach to generating marketing content that will also help you deliver better customer service

Research released earlier this year by Sabio and the Customer Contact Association that showed that anywhere between 25% and 40% of the calls made to UK contact centers are unnecessary or avoidable. The research highlighted that the most common causes of calls to businesses were to do with: Customers chasing information about deliveries, how to…

The African way of doing business

As a general rule, I detest the over simplification of a continent with over a hundred nations, thousands of ethnic groups, and millions of cultures into a single guild with uniform precepts and perceptions as to how things operate. Yes, there are challenges faced by many states in Africa but they are better itemized as…

If you want to stand out in front of your customers then you need to close the loop

Following on from my last post: What you think about your customers and how you serve them will define and drive what you receive from them, here’s another quote that I like to and from a topical source, given the upcoming US presidential elections. You may not know this but Ross Perot, a former US…

Three Olympics’ Biz Booster Tips

Lowering the Tone Stella McCartney, who designed the Team GB Olympics kit, said ‘You don’t need to sacrifice style for sport’. Stella clearly wasn’t aware that my hapless, hopeless, fashion disaster of an agent, Tony Robinson OBE, was going to attend two weeks of the Olympics. I blame your London Mayor, Boris Johnson. He had…

Don’t push when you can pull

No selling required There is a better way of winning new customers than pushing you and your B2B offer at them. Customers love it because they’re buying rather than being sold to. You’ll like it because it feels better than selling and you’ll get more long term business from it. Using social media well has…

To take on a senior employee in your own biz – or not.

There is a better way of building your business than taking on a senior employee. Unfortunately, this better way is risky and certainly is not possible for all types of micro-business. My preferred options/alternatives to taking on a senior employee are: Option 1. using independent contractors/freelancers/other micro-businesses Option 2. taking on partners or if you’re…

Waiting for complaints to respond to is normal. Going looking for them is better

I was talking with a bunch of business owners the other day and was explaining a phenomena called The Complaint Iceberg. I’ve written about it a bit more here. To bring the concept to life I asked if anyone had gone to a restaurant, as an example, and Had a bad enough experience that they…

Sometimes great customer service only needs to be easy and familiar

We’ve all seen the news lately and heard of lots of large and small businesses closing down. No doubt, you’ve also seen the impact on your high street with both large and smaller, independent retailers shutting up shop. However, it’s important to realise that despite uncertainty in the economic environment, high levels of competition and…

Courtesy, riots, customer service and employee engagement

Over the last few days a series of reports by Parliament, the police and the press have been released looking into the cause of England’s August riots. You can read an overview in the BBC article: Were the riots caused by bad manners? In each of the reports, one trend/word/observation/conclusion….call it what you will has…

How Building Better Relationships with Your People and Your Customers Can Deliver Sustainable Growth

I was thinking about what to write today and I couldn’t get my mind off something that I had written earlier in the year as a manifesto across at Changethis.com. This is quite a long post and is mostly the same as the manifesto but it’s message is simple and bears repeating, I believe. However,…

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