Customer retention is one of the most commonly overlooked areas in the small business world. Many companies get it in their minds that they need to grow their customer base to be successful. While this is true, it’s not really the whole truth. Yes, new clients are needed for the expansion of any company, but…
Customer service has traditionally been seen as an after-sale operational function but has increasingly moved to the forefront of marketing to new and existing customers. Businesses need to address this new opportunity. No longer is customer service synonymous with a “help desk” or “complaint department.” In the days before social media, it was common practice…
Every consumer market is driven by the consumers. CEOs, executives, marketing professionals, and so on all make their decisions based on the needs, wants, and whims of one lowly person — the customer. While huge corporations are already on the bandwagon of doing everything they can to provide their customers with the best experience possible,…
The relationship between a business and its customers has evolved greatly over recent decades. Commercial organizations have long understood that the customer is central to their success, but the way many businesses have developed their service offerings has often left customers feeling short-changed. The customer experience has suffered in the pursuit of the holy grail…