Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Communicating With Customers: Communication with customers and marketing often overlap since the same strategies for communicating effectively with customers also result in good marketing. Here you'll find material to help you use information about your customers to communicate effectively.
Articles:
The Manager's Guide to Communicating with Customers Collection %u2014 HBS Working Knowledge- by Richard Bierck
The battle cry of business, "know thy customer," is heralded in The Manager's Guide to Communicating with Customers Collection. This excerpt by Richard Bierck examines research by HBS professor Gerald Zaltman and consultant Paco Underhill on the downfalls of focus groups.
(Added:
16-Jul-2007
Hits:
547
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Customer Service is About People- by David Saxby
Your people are the ones delivering service every day to loyal customers. Do they have the right tools to provide an excellent service experience to every customer? Excellent customer service isn't about that new CRM solution. It's about people taking care of people. Here's some practical communicationt techniques to use with customers including mirroring and matching to build rapport.
(Added:
19-Jan-2006
Hits:
1283
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Choosing The Right Channel For Communicating With Customers- by Daniel Scuz and Whitney Quesenbery
Technology continues to change the customer service equation. Making the right decisions about which channels to use for marketing, communications and customer service requires an understanding of tasks, users and optimizing the use of each channel. Comparing user needs and channel strengths will help you make the right decision for your business and your customers.
(Added:
22-Feb-2006
Hits:
2226
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Real-Time Feedback From Customers- by John Sviolka
Thanks to some new technologies, customers can tell you what they think of you anytime, anywhere. Are you listening?
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NOW YOUR CUSTOMERS CAN COMPLAIN or give your company a compliment in the middle of an encounter with your employees—right when your salesperson, or flight attendant, or customer service representative does something good or bad.
(Added:
12-Jul-2005
Hits:
1069
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Setting and Managing Your Customers' Expectations- by George Colombo
In chapter 5 of Killer Customer Care: How to Provide Five Star Service That Will Double and Triple Your Profits, the author discusses one oft-forgotten yet crucial aspect of customer service: setting expectations.
(Added:
26-May-2005
Hits:
1603
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Useable Business -The easier it is for your customers to interact with you, the more...- by DAVID MCQUILLEN
You've done the market research. You know who your customers are. You've done the marketing. They know who you are. You've built a great product. And people want to buy it. There's nothing standing between your customers and your product now. Except, that is, your customer experience.
No matter what, people still have to enter your buildings, use your website, call your employees, read your materials, comply with your policies and follow your processes. And how easy each of these things is — how usable your business is — has a direct impact on your bottom line.
(Added:
27-May-2005
Hits:
527
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