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:
Back Off!- by Barry Farber
Being friendly is good, but being too chummy to make the sale is not
(Added:
27-Jun-2005
Hits:
661
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Right on Target- by Barry Farber
Wouldn't it be great if every prospective customer you had came right out and said "Here's what's most important to my company--and here's what I need your product to do for me"? That would definitely increase your closing ratio. Usually, however, discovering a customer's hot buttons isn't quite that simple.
A hot button is anything that's of major importance to a prospective buyer
(Added:
1-Jun-2005
Hits:
852
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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:
531
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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:
1615
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Making The Most Of Newsletters- by n a
If you are thinking of starting a newsletter for your company, this article offers some tips for helping making it successful. Take the newsletter advice within and you can keep communications with your clients on-going.
(Added:
17-May-2006
Hits:
349
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The Problem with VOC? The Customer Isn%u2019t Always Right.- by Whitney Satin
When B2B marketers look for ways to improve their customer experience, they typically rely on voice of the customer (VOC) to direct their investment decisions. More often than not, marketers tackle touchpoints that customers gripe about most frequently or fix issues mentioned by the largest customers. But as far as helping companies demonstrate their unique benefits, this is rarely the best approach.
Companies with the highest levels of loyalty have a clear understanding about what distinguishes their company from competitors and, more critically, the unique benefits customers get as a result. In these organizations, improving the customer experience means looking for opportunities to bring these unique benefits to life, NOT simply adhering to problems surfaced via VOC. While customer voice is useful for a great many things, when it comes to bringing focus to your unique benefits, marketers should recognize that VOC poses three major constraints:
(Added:
8-Jan-2010
Hits:
68
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