Improving Customer Service

Improving customer service generally calls for a few things.  Treating people like people and not ROI numbers.  Ensuring swift problem redressal.  Friendly and efficient interactions all across the board.  But where Millennials – the worlds most rapidly growing buying power are concerned brands feel stumped. These purchasers are: Willing to pay more for excellent service Extremely conscious of what they want Quick to take to social…

Omni-Channel Experience

Hey, guess what? In case you hadn’t heard, “Omni- Channel” is the latest buzzword! All kidding aside, the omni channel experience has become a much more relevant topic given the rise of social media, mobile devices, and new ways to shop and interact with our favourite brands. So, what is it exactly? Well, the omni channel experience refers to the way a company uses a host…

Get referrals

Who doesn’t love referrals? It feels like a gift on Christmas morning when you get a new customer without having to do any expensive marketing or selling. Referrals are great for business because the customers or clients you get through referrals generally represent a 16 percent higher lifetime value than your average customer. But even though referrals are valuable, you can’t rest on your laurels…

Master the experience economy

Do you remember the last time a business really impressed you? More likely than not, that business gave you an experience worth remembering, as opposed to a traditional good or service. That restaurant didn’t just serve you food — it had a fun Brazilian themed atmosphere and the waiter made guacamole at your table! Our shopping habits are becoming more tailored to these enjoyable experiences,…

The Experience Economy

There’s an amazing book by Joseph Pine and James H. Gilmore called “The Experience Economy.” In the book, they describe a fascinating progression. We have journeyed continuously from tangible, cost and profit driven paradigms to valuing more intrinsic properties like how a product makes us feel. In essence we have moved from the agrarian economy to the industrial economy to the service economy. And now…

Customer-service-mistakes

With an incredible amount of competition in most industries today, customer service is one of the best ways to stand out from the crowd. But it’s a double-edged sword. If you can deliver a stellar customer experience, great customer service will lead to loyal customers, positive reviews, and word-of-mouth traffic. On the other hand, poor customer service could undo your business altogether, so let’s look…