Categories
Armstrong Beech Marketing Customer Journey Customer Loyalty Marketing

The "Wow" Factor – have you got it?

Turning a customer with a complaint into one of your biggest fans:
The Wow Factor-have you got it?
Things do go wrong and most people are reasonable if a complaint is handled well. Handle it
really well and you have a fan for life.
When working in the mobile ‘phone industry, many things were out of our control and
sometimes things did go wrong but I never lost a customer because of it and instead they
always became my most loyal customers. Why? I told them how it was; what we were doing about it; kept in touch with them and eventually sorted it.   

Categories
Armstrong Beech Marketing Customer Journey Customer Loyalty Leadership/Management

Achieving brilliant customer service

The BT small business unit put out this bulletin in 2008 which I thought was good.

Achieving brilliant customer service
If you want your customers to keep coming back to you, getting your customer service right is vital. We asked the Institute of Customer Service to give us their tips for customer satisfaction.