An educated customer is your best client

An educated customer is your best client

Can customer education be linked to the bottom line? Is there any economic value that could possibly be accrued by investing in ensuring a more informed customer base?

By CAROLYNE GATHURU

Customer education is popularly referred to in marketing and customer service circles as the production of more ‘informed buyers’ by providing inputs on an organisation’s products, services, capabilities and general direction. This is done with a view to improving the customer experience, and influencing the buyer decision.  Indeed, the founder and former CEO of Syms Corporation, Sy Syms, is widely quoted as saying, “An educated customer is our best customer.”

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The missing link to delighting your customers

The missing link to delighting your customers

VoC program can build closer connections with customers by giving them what they need, how they need it.

By ANGELA RARIEYA

 Be bold! Be brave! Be heard in the boardroom this year! Might a Voice of the Customer (VoC) program be the missing link to making delightful experiences for your customers a reality in your business?

Simply put, VoC refers to feedback customers give a business with regard to their experiences with the company’s products and/or services. This becomes invaluable data for businesses in helping them bridge the gap between customer expectations and actual experiences with their brands.

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Five ways to refresh your customer experience

Five ways to refresh your customer experience

Any business hoping to be a champion in the arena of customer experience must listen a little more to its customers.

By LUCY KIRUTHU

Will the customer experience get better in 2016? Many organisations have ‘improvement of the customer experience’ as one of their business objectives this year. Others are focusing on improving their customer satisfaction score, others are hoping to retain 100 per cent of their customers, and many others want to see a reduction in the number of customer complaints. This will not just happen!

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Fun and love can lead to profits

Fun and love can lead to profits

Studies have proved that money is not the most important factor in employee motivation.

By DR FRANCIS FONDO

When the September 11 terrorist attacks took place in 2001, the American airline traffic tumbled by 20 per cent. The Industry went into a crisis mode. Airlines began to borrow money to cover cash drains arising from the reduced passenger traffic to the tune of USD3 million to USD8 million daily. Flights were cancelled and employees were laid off. Deliveries of new planes on order were cancelled as bankruptcy came knocking on the doors of every airline.

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The tag of war between buyers and suppliers

The tag of war between buyers and suppliers

Suppliers and buyers have in the recent past had to redefine their relationship given the changing market dynamics.

By SAEEMA SALIM

Negotiations can be integrative, especially where you have to find a solution that works for everyone. Customers have bargaining powers – they have the liberty to choose or leave. What about suppliers? The balance of power, over the years, has had a paradigm shift from buyers to suppliers. In the current markets, suppliers have chosen to eliminate their competitors by charging what they want, while buyers have consolidated demand and forced suppliers’ prices down,weaving their exit in the market.

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Why attitude is key in customer service

Why attitude is key in customer service

Attitude change can only come from the individual and is not transferrable, a process whose outcome is not contained in a technical or professional manual or work instructions

By CAROLYNE GATHURU

In many organisations, staff that directly deal with customers either face-to-face or on telephone, are commonly referred to as ‘customer service’ staff. But who really are customer service staff, and are the qualities sought after for these positions applicable to the wider organisation?

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