Improving the customer experience is high on everyone’s marketing agenda, according to a study conducted by IBM called “State of Marketing.” The study tells us that acquiring new customers (42%), retaining existing customers and improving loyalty and satisfaction (36%), and creating consistent, relevant and positive customer experience across channels (34%) are the top challenges. All of these fall within the customer experience as well as customer service. Continue reading Lisbiz strategies: Customer service vs. customer experience
Statistics tell us a lot of customers walk away because of employee indifference. In the age of “a store on every block” as well as the Internet, you can’t afford to have indifferent employees.
It may be time to review with your employees the value of a lifetime customer. Particularly because it’s no longer “word of mouth” that keeps us going, but now “world of mouth.” Custo-mers who feel neglected will not post on your Facebook page or bother writing a testimonial on Yelp or Citisearch. You might just as well have a sign outside that says, “Go elsewhere.” Basically, indifference costs big money. Continue reading LisBiz Strategies: Engaging employees translates into money
With technology changing almost daily, many retailers are not sure what to do next. In today’s hyper-competitive retail environment, marketers have to contend for your customers’ attention both online and off. Marketers have coined the term “zero moment of truth” or “ZMOT” to describe this new reality.
I recently completed some customer service training, and one of the modules was about negotiation. Many participants wanted to know why they need negotiation training. I clarified it will help explain how people make decisions.
In the book Getting to Yes, Roger Fisher, William Ury and Bruce Patton suggest that to get what you want you must separate yourself from the problem.
There was a time when your website was supposed to be the “end all, be all” to attracting customers.
Smart business people realized having a website wasn’t enough; they needed more content and contact with their customers.
Business owners are now writing blogs or having someone do it for them. The key is to keep a fresh presence for customers and keep your store on page one of the Google search. Very few people go past the first page to seek information—that’s why many companies pay to be on page one. Continue reading Lisbiz strategies: A website isn’t enough