Category Archives: Customer Service

How supermarkets helped Aldi & Lidl be successful

When people write about the rise of Aldi and Lidl they usually focus on low prices as the main reason for their success. This fixation with price masks other factors

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Posted in Customer experience, Customer feedback, Customer Service, Customers, Price | Tagged , , , , | 1 Comment

How do I take care of top clients?

A lot of your competitors use the same types of actions to take care of top clients so you have to do something else as well. My research says that

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Posted in Customer centric, Customer Service, Customers | 1 Comment

What causes dysfunctional relationships between Marketing and Sales?

The root cause is incompatible objectives/metrics and lack of understanding about the other function and how it works. From this root cause other factors such as "poor" processes, internal politics

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Customer feedback

Often the most interesting and useful customer feedback doesn't come from Sales or Marketing. It comes from functions that deal directly with the customer such as Customer Services, Logistics and

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Delighting customers is just Marketing blah blah

Most customers don't actually want to be "delighted" they just want their expectations to be met and companies to deliver as promised. Successful companies that really do care about their

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Posted in Customer Service, Customer surveys | 1 Comment

Is poor customer service a big problem

It could represent a big problem but I want to raise a "Not always" flag. What customers want is to be treated consistently. That can be consistently good or consistently

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Don’t cut costs across the board

In tough economic times it’s very tempting to cut costs across the board.  In the heat and urgency of the moment it's an easy thing to do. The problem is

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Meeting customer expectations

One of the myths is that meeting customer expectations or providing a better customer experience means spending lots of money.  In a lot of situations it costs very little or

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