There is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we’re not seeing are brands aspiring to have a great customer experience because that’s what best for their business. Typical reasons given […]
Imagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family. If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is […]
The idea of what is Customer Service means different things to different people. In order to create a consistent, outstanding customer experience we all need to take responsibility for our actions and involvement with the customer (so it is never not our job); always make it personal, and by that I mean it make your […]
Topic: Blogs, Clerk, Customer Series, Customer Service, Teamwork
Keep talking…I am not really listening. I believe business is increasingly tilting toward a winner takes all culture: in other words WITFM (What’s in it for me?). This is not about the demands shareholders are putting towards operations for results (although this is part of the problem). It boils down to the individual actions and attitudes […]
As I look at the retail landscape I see retail failing to meet customer expectations. The reasons are many: the customer can now educate themselves better than most in store representatives. The retail store is limited by the brands they offer versus the brand that a customer may want. The store in of itself is […]
We have been reviewing our marketing costs with a great deal of scrutiny. The litmus test is simple: can we track results? If not, we need to change the medium, or the offer, or ditch the channel entirely. More on this in another blog. But more importantly, our review has also brought forth an embarrassing […]
Good companies often win awards but what about their customers? Shouldn’t they be recognized? Are they not part of the reason for the award? At Flaman Group of Companies this year we have won two awards:Consumer Choice AwardSABEX Marketing Award With both of these awards, it would be easy to position the employee efforts as […]