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Most large retailers have a customer loyalty program. They don’t do it to waste money.– They know it works– They know the value of repeat business.– They know the value of a customer loyal to their brand.– They know the value of being able to send messages directly to customers, special offers, useful information.– They […]
Why don’t small businesses have their own customer loyalty program? Read Post »
Exceptional customer service doesn’t happen by accident – it’s built on a foundation of behaviours and principles that consistently create positive experiences. Among these, four pillars stand out as essential: Promptness, Politeness, Professionalism, and Personalisation. When applied together, they form a service approach that builds trust, reduces friction, and strengthens long-term customer relationships. 1. PromptnessSpeed
The Four Pillars of Excellent Customer Service Read Post »
Better service = more salesFaster reaction = more salesThe right information = more sales Whether it is a consumer product or a business service or product, the first time you buy it you will have queries about it. Who will get your business?The company that expects you to wait for 2 hours or the one
Better service = more sales Read Post »
In today’s fast-paced business environment, one of the first areas to suffer is customer service.A simple query to a supplier often results in frustration, delays, or incorrect information. Sometimes, you have to beg a company to do business with you. Responsive Service Best practice is simple: when I call, email, message, or WhatsApp a company,
Customer Service in South Africa Read Post »
Below is a real life situation. It happened at lunchtime on Sunday. A customer of our client had a problem with one of the products they purchased and this is what they said to our AI Chatbot: —> “Its says device offline” Nothing more, not even the name of the product or more details. Think
Customer service and support – Case Study. Read Post »
Just yesterday someone was complaining on LinkedIn about poor service he had received from his ISP. It seemed well justified. They had taken ages to respond to him. The thread though was about how bad AI and automation was. In this case the ISP was NOT using AI or automation. They have a LIVE CHAT
LIVE CHAT vs AI Chatbot Read Post »
There is an interesting article entitled“Good service is proactive: A new standard for customer experience” published in Bizcommunity: https://www.bizcommunity.com/article/good-service-is-proactive-a-new-standard-for-customer-experience-626931a The author, Bruce von Maltitz, states: “For many organisations, customer experience (CX) is still reactive – a customer has a query, a ticket is logged, and an agent responds. Even when this process is efficient, it’s
Good service is proactive: A new standard for customer experience Read Post »
You are an expert on your business. You and your staff supply expert advice on your products and services to your customers.It’s what differentiates your business from your competitor. So how can an Expert AI system help you win, help you do better than your competitors?An Expert AI system can answer general customer queries in
The Expert AI System Read Post »
If you are three times as productive as your competitors, if you can do a job four times as fast, will your sales and profits increase?Silly question! So why don’t you do so? Let me give a short anecdote from yesterday. We have a small conference and training venue in Ferndale. We worked out a
How Productive Are You? Read Post »
The company is a swimming pool retailer. They sell equipment to repair pools, filters, cleaning equipment and chemicals. The pool industry in South Africa is very competitive: large chains, hardware companies and specialised pool businesses all compete against each other. It’s a cliche to say that the difference is service, but it’s more true than
