Customers, whether members of the public or other organizations, are crucial to the success of any business since they represent its fundamental source of revenue. It is, therefore, crucial that businesses create a sense of loyalty among customers for their brand.Know More
Repeat custom is crucial for the success of any business, and losing customers is considered a reliable measure of failure since without customers there can be no business.
Keeping customers satisfied also means that they are likely to bring more customers to a business by word of mouth or verbal referral, especially if their loyalty is rewarded with discounts and free gifts.
One of the key ways to keep customers loyal and satisfied is to listen to them and respond to their demands.Learn more about Customer Service
The phrase "the customer is always right" originated in 1909 with customer service pioneer Harry Gordon Selfridge, who believed that excellent customer service required efforts on the part of all service staff to satisfy customers whenever possible. It is a common mantra or philosophical notion, but it can also be detrimental to employee relations and it presupposes that all customers are equally desirable.Full Answer >
Exceptional customer service involves understanding the product or service being sold, going beyond customers' expectations, fulfilling explicit and implied promises to customers, showing respect and interacting with customers outside the parameters of business transactions. Exceptional customer service also involves developing real relationships with the customers and listening to their concerns and desires. Staff must be trained to provide consistent service.Full Answer >
Examples of customer focus include achieving 100 percent satisfaction from all customers and having a business culture that is built around the customers' needs. Customer-focused companies, such as Virgin Atlantic, deliver unique customer experiences that set them apart from their competitors and drive their success.Full Answer >
Informal customer feedback is input a business receives from customers through informal conversations between employees and customers as well as social conversations among customers. Informal feedback contrasts formal feedback garnered through customer survey programs and other specific research tools used to evaluate customer thoughts and feelings.Full Answer >