SOME CONSIDER SERVICE AS A SECONDARY ISSUE – 3 OBSERVATIONS I talk to numerous people who fail to grasp the importance of service online. Online business is NOT all about price. Service is important, and research suggests that it is a very real potential differentiator. A recent international study rated Amazon 9th in the world in terms of ...
KILL YOUR BUSINESS OVER THE PHONE
WHEN SAVING MONEY CAN BE VERY EXPENSIVE – 3 OBSERVATIONS I hate the telephone, and this should be born in mind in reading this missive. I use it reluctantly and only as a matter of necessity. That said, I can think of few tools that can be more potent in making or breaking a business – especially ...
DON’T RELY ON COMPLAINTS
YOUR SERVICE SUCKS – BUT WILL THEY COMPLAIN? – 3 OBSERVATIONS It is essential to have an efficient complaints management system. Every business slips up, and the manner in which a business addresses a slip up can be the difference between a good outcome and a bad one. Indeed, an effective response to a complaint can ...
YOU DON’T DEFINE GOOD SERVICE
YOU MAY NOT EVEN KNOW WHAT GOOD SERVIVE IS – 3 OBSERVATIONS I do go on a lot about service but it is so important and can so easily be a strategic competitive advantage – particularly in Australia where service standards are so low. Service is also so often a source of lies that in turn damage ...
NO MORE BRAND LOYALTY
BLAME THE BUSINESS, NOT THE CUSTOMERS – 3 OBSERVATIONS There is so much talk these days about the demise of brand loyalty. There are those who seem to think that brand loyalty is a nothing but a distant memory – often blaming this phenomenon on increased price consciousness. The fact that brand loyalty has diminished is well ...