Terry's Blog | Daily strategies, insights and inspiration to help you achieve your potential

Employee-Customer Connection

In a service business, if your employees are not happy with themselves, how can they make the customer happy?

Customer Experience

If you want to create positive lasting memories for your customers, then that is what you must do for your employees first.  #customerservice 

Customer Service

How does your company uncover what your customers perceive to be inconvenient or a hassle about your product or service?  Are you aware of these inconveniences?    

    #customerservice 

Customers

Can you identify, off the top of your head, right now, the most common complaints your company receives?  If you can't answer this question, does that worry you?  It should!

          #customerservice

CustomerCompliants

Research shows that for every one customer who complains to a company, there are twenty-five who don't.  Those customers who take the time to contact a company do so for a reason.  They may be frustrated but they want to get their problem solved.  They may be one fix away from being an evangelist.  Treat these customers with empathy when solving their problem.  Go above and beyond to delight them. 

          www.eps-oe.com 

#Customer of The Future

What societal, economic, and demographic changes will affect your customers over the next five years?  How will you position your company to seize on these changes? 

          * www.terrymckennabooks.com   Small Books = Big Results!

The Evolving Customer

Understanding your customers and how their needs and wants change over time is key to your survival.  Are your customers getting what they really need and want from you, or are you currently just an acceptable rather than ideal option to fill their needs?  If it's the later, then you're in trouble .  Your clock is already ticking.  As soon as a better option comes around, you will run the risk of losing your customers to that better option.  Think of all the people who left Friendster and went to Facebook.

          * www.terrymckennabooks.com   Small Books - Big Results! 

#CustomerInsight

Do you know what your customer's reasons are for choosing your product over that of your competitors?  When was the last time you really explored what does, or doesn't motivate your customers buying decision?

          * www.terrymckennabooks.com 

#Customers

Has your organization already decided what your customers want without asking them? 

          * www.terrymckennabooks.com 

Potential Customers

Here's a good question to ask at your next executive level staff meeting: "What do our potential customers not like about our buying experience?  The overwhelming majority of organizations do not measure or track what their potential customers dislike about their buying experience. 

          * www.terrymckennabooks.com