Front line staff know what customers want. If your front line staff are turning away customers by the hundreds or thousands because you don’t stock certain ‘in demand’ items at Christmas, you will not only lose sales but also good will and loyalty.

7 Techniques to Understand Your Customers

Thursday, April 5th, 2012

A prior blog post called Customer Satisfaction Tip: Understand Your Customer reviewed why it was important to understand your customer and what it really meant to understand. Three company examples were included, IBM, Cisco and Apple. This post covers seven techniques and best practices to understand your customers, theirs needs, wants, wishes, complaints, concerns, and the terminology they use.

In a large organization, where customer service reports may impact the level of service provided to the customer and on what aspects of customer satisfaction with service gets management attention. Some of the advantages of having customer service report to IT, Product Development, Marketing and Sales or by country are reviewed in this blog post.

Customer Centricity: An IBM Video

Monday, March 21st, 2011

Customer Centricity is a new term to capture the thought that customers are central to everything an organization does, including product development, sales, service, marketing and even through its suppliers and channels. IBM has an excellent video called “How it Works: Smarter Commerce” that covers the concept well. Watch the video and review the key points in this blog post.

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