Three Tips for Keeping Customers Happy With Stellar Service [Slide Show]
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Christian Gulliksen is a writer who has authored several of the Get to the Po!nt newsletters for MarketingProfs. A former editor at Robb Report, he has also contributed to Worth, Variety, and The Hollywood Reporter.
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Good tips Christian - getting the basics right is a fundamental building block of great customer experiences. Too many companies go straight into looking for the silver bullet that will create clear branded differentiation when there are positive impacts to be gained much closer to home - and at much less cost.
Handling disgruntled customers is one thing but the other dynamic that shouldn't be ignored here is the opportunity to find out exactly what went wrong; why do customers feel the way they feel (perception is everything after all, even if "we've done nothing wrong"). Being able to capture that insight not only makes the customer feel they are being involved in the solution, but a direct feed into the Customer Experience programme will design-out the drivers of disatisfaction.
Regards
Jerry Angrave
www.customerexperience.uk.com