#Customer Relations
Managing moments of truth in your business
In today’s digital age of data, social media and instant gratification, we desperately crave feedback. Whether in our personal or professional lives, feedback is king. Why do we need it? Essentially, to understand how we can be better – identifying and fixing problems and making improvements. Getting feedback when you’re a business is not […]
Is your business effectively using review sites to reach consumers?
For many people, getting your business online consists of starting social media accounts and finding the best ways to keep your website up to date. These can be expensive and time-consuming tasks and may make you wonder whether digital marketing actually generates a return on your investment. But did you know more than 78% of […]
Business growth – are you ready for the next level?
The prospect of expanding beyond a home or small office operation is something that quite often stirs at the heart of many small business owners.
How to turn a customer complaint into a win-win
Disputes with customers can be costly, but a complaint that’s dealt with effectively can actually be an opportunity to help your business.
How to know when to fire a customer
Some customers take up too much time and energy. Here’s how decide who isn’t giving you a return on your investment.
What’s the next step after social CRM?
Social media is fast, it’s constant and it’s everywhere. It’s also helping to create social businesses; those that put in place strategies, technologies and processes to systematically engage all in its ecosystem to maximise co-created value. How effectively does your business do this?
Getting customers through the door
There was a conversation on radio station Nova 100 (Melbourne) recently that discussed businesses that were struggling to get customers in the door. There was an example of a pizza restaurant that was experiencing slow business while a competitor down the road was going gangbusters.
Managing employee-customer interaction
Getting the most out of the employee-customer encounter is essential for a business, and the first step to managing employee-customer interaction is measuring the customer experience. “Quality” is easy to measure and manage in some contexts, and extremely difficult in others. Businesspeople have a pretty good idea how to judge the manufacturing process that yields […]
Export case study: Dave Gyles on Safaritrek International
Here’s a checklist of inspiration for aspiring exporters. Our collection of 50 favourite export case studies shows that there is no magic ingredient to making it to the world stage, but it certainly helps to get the basics right. Dave Gyles on Safaritrek International Exporting since: 2004 Key markets: Africa, Middle East, Asia. Founded 20 […]
Managing employee – customer relations
Scientist and author Dr John Fleming shares his views on getting the most out of the employee-customer encounter. “Quality” is easy to measure and manage in some contexts, and extremely difficult in others. Businesspeople have a pretty good idea how to judge the manufacturing process that yields a snazzy new handheld device, for example. But […]