It is absolutely brilliant when a company has a social media team delivering great customer care, and believe me that is not always the case.
But… if the rest of the systems are not in place to back up promises made then, quite simply, your customers end up as disappointed as ever.
Customer care
The end of secrets and lies – a call for transparency
People feel cheated when they are lied to, whether that’s buying a product, or a government. And that can never end well. The UK population is demanding transparency and accountability and we CAN handle it.
Why customers don’t need to know your hourly rate – a confession
I’ve always been told never to give quotes using an hourly rate. This week an experience with a trader I really trust made me fully understand why. This is a confession and my light bulb moment!
Putting Your Customers 2nd – The Secret to Real Customer Care.
This week I went to see Michael Finnigan CEO of i2i , and I had an ‘ah ha ‘ moment when Michael enabled me, for the first time ever, to get my head around the true purpose of a mission statement – engaged staff equals a better customer experience.
Putting Your Heart Into Sales
Whether you run a business or a charity, the skills of selling are vital to secure your future, and yet this is the side of business that people struggle with most. But selling does not have to be, and should not be, the dirty side of business. In her new book, The Heart of Sales, Jane Binnion takes us through the skills needed to sell successfully without selling out!
Are you listening? Using social media to pay attention to your customers
In trying to communicate better with a white goods company that had me going round in circles I took to Twitter. They weren’t there, but what I did find led to this short vlog.
The unsustainability of unreliable.
Last week I was waiting for a piece of work from someone and it didn’t come. After 2 reminders I got an email saying they had to prioritise something that they considered more important! It got me thinking about how much time I have wasted working with unreliable suppliers.
Too busy to tweet, but don’t want to get left behind in 2015? 4 options for managing your social media.
All signs are that 2015 will see social media having an even bigger impact on organisations – which means more decisions about resources. So here are four options and some Top Tips, to help you think about managing your social media successfully in 2015 .
Mission Statements, PAH! I want a story!
While we were in Scotland this summer we ate at a number of venues, but the Real Food Cafe, an independent cafe in Tyndrum, really caught my attention. Here’s why…
Training Human Sales Staff
Now we all know very well that people buy from people they know like and trust, and so it would seem that there is something deeply fundamental getting lost in the sales training process. In this new business era of transparency and accountability, the need for good customer engagement is crucial.