Customer Complaint is a Gift

An organisation which is not very “Customer Centric often feels that “Handling Customer Complaints” is the job of Customer Service Dept. This is not true at all. Why should we treat customer complaints as a gift? A customer who comes to complaint represents at least 20 more customers who could not find time to come…

Customer Satisfaction and Content

  Wife , Girlfriend and Customers are never satisfied. They love you so much that they always expect something better and new from you. While they do appreciate your last service, they immediately compare your next service with something else new that they see in the market and always wish that you should be the…

Customer Complaint is a gift

When every you receive one complaint from a customer , you must understand that only 5% customers find time and energy to reach you. The other 95% complaining customers do not even come to you. It is therefore of paramount importance to deal with each and every customer complaint with utmost seriousness. The attitude to…

Romancing with your Customers

Romance starts only after one has crossed stages of Acquaintance (Contact), Friendship (Lead), Proposal, Discussion (Negotiation) and Love (Order) in that sequence. Why is Romance so important? Love is never permanent unless garnished with doses of romance in the right proportion in intervals, which ensures that nothing is taken for granted. We are all human…

Long Live the Customer

How long can you continue earning from a single customer? What are the ways in which you can do this? How much can you target to earn from one customer? Can customer relationships be monetised like this as per mathematics? These are some of the thoughts that would trouble any sensible and educated person. What…

The 4 Needs of a Customer

All customers have 4 basic expectations from a brand:   1. Need to be heard All customers feel that they should be heard by the brand owner, irrespective of the fact whether the brand owner will act on the same or not. 2. Need to be understood Customers feel good when their perspective is understood…

Track your Sales Cycles

Customer Loyalty is a yardstick which cannot be taken for granted by the seller. For all those customers who regularly buy their product from you, it is important to plot their cycles as follows: S.No. Customer 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19…