Showing posts with the label customer management

Keeping Customers at the Center of Your Business

Customer satisfaction is the vital sign that acts like a pulse to the health of the rest of the organization. Companies that keep their customers in focus win over the long run. Ensuring that policies & procedures, training, recruitment, facilities and resources are focused on customer satisfaction is important for sustainability. All businesses are in the business of serving customers. How many cars would sell if they didn’t serve the needs of their customer? Would it be any different for a spa or vacation? Companies that make the mistake of not running their daily operations with the customer in focus eventually start seeing the errors of their ways through poor customer retention and sales.  Policies & Procedures: The internal mechanisms and operations should ensure every activity is focused on the customer.  Training: Training should seek to ensure quality completion of jobs and friendly customer interactions; it should set the standard for emplo

Why are Customer Service and Trust Important for Customer Retention?

Abundance by Dr. M. Abel Service is an important component of customer retention, business development, and improved product sales. Companies that fail to develop customer service also fail to develop trust with their customers which mean they may lose a lifetime of patronage. Research by Webber, et. al. (2012) discusses provider service orientation and how this predicted cognitive trust much more than customer agreeableness.  Trust is the root of all commerce and relationships. Cognitive trust is grounded in the perception of another’s reliability, dependability and competence (McAllister, 1995). The way in which customers view customer service representatives is important for the retention of those customers.  Let us assume for a moment that you have a problem with a product and bring it forward to a customer service representative. When the representative doesn’t appear to understand the problem, doesn’t follow through on company promises, and makes a number of mis

Staffing, Waiting, and Analyzing as Three Aspects of Customer Service

Proper staffing, customer comfort, and operational effectiveness is important for creating strong service delivery. With proper staffing organizations can covered needed service and production aspects of running the business. All operations should have in mind the customer needs as they are going to be purchasing the products and services. This requires the ability to move customers efficiently and quickly throughout the organization without reducing the potential for future purchases. Likewise, the method of effectively improving slow spots in service and operations can be found using a critical path map or analysis. Projection and Staffing: Management has the responsibility to ensure that workers are covering the required volume of production in order to meet demand. The scheduling of the workers is an important function of management and can lead to all types of efficiencies or inefficiencies in labor costs. To do this well managers often project or forecast demand. It i

Creating Customer Loyalty through Technology Implementation

We are now in the service economy and should learn better on how to integrate technology within the e-commerce world. Considering the explosion in online marketing and service management it is possible to understand the growth in online service research. Understanding how customers view the value of such services is important for overall improvement. Service quality is important for customers who desire to perceive the value of their purchases worth more than the effort and cost of buying the product. When this perception of service quality is high such customers will often reward organizations with higher levels of loyalty. Research has supported the concept that customer loyalties are based in this service quality (Gefen, 2002). New technologies have created the age of e-commerce. This technology has developed fundamental differences in the way people interact and conduct business with customers. More importantly, it also changes the way in which individuals perceive cust