Guest post by Marcel Oudejans
As every successful business owner knows, it is vitally important that your customers speak highly of you. ‘Word-of-mouth’ advertising is considered to be the most effective and profitable form of marketing, as happy customers are likely to talk highly about your business to their families, friends and colleagues: social proof [...]
Tip of the Week: Suppliers are ‘customers’ too
Published in August 22nd, 2008
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From the Team: getclosure! improves customer stickiness
Published in August 18th, 2008
Most businesses will agree it is more expensive to find and win a new customer than keep an existing one. Customer retention is consequently important to businesses of all sizes and types. A holistic customer retention strategy will include consistent good service creating positive reasons for customers to stay and appropriate communication with existing customers [...]
From the Team: This is your customer calling…
Published in July 14th, 2008
How often do you phone a company and end up listening to your local radio station (or even worse, muzak) while waiting for a response? As someone who needs to regularly query prices or place orders I often wonder (somewhat irritably) how much I’m paying Telkom to listen to music. It’s not as [...]
From the Team: the Value of Customer Retention
Published in July 7th, 2008
My last blog post was on the topic of a simple and effective tool for customer retention offered by getclosure! – the second chance. To visit that article, explaining how we successfully offer suppliers a second chance to retain their customer’s business, click here.
The article prompted Richard of getclosure! to email me another [...]
From the Team: The Second Chance
Published in June 30th, 2008
One simple reason businesses love the getclosure! service is the way we give them a second chance to resolve their customer’s problems.
Recently I blogged on how respected research, and my own experience, provides evidence that consumers with a problem that is quickly resolved by a supplier are many times more likely to return to that [...]
From the Team: Managing Consumer Expectations
Published in June 9th, 2008
86% of consumers that close their complaints give us feedback – of this 90% positively rate the service they received from getclosure! and more than 90% say they will recommend getclosure! to others. WOW! When I first read that sentence I was breathless.
These stats are so fantastic that it prompted me to think [...]
From the Team: Good Customer Service
Published in May 26th, 2008
It’s great to see that young people are starting to take note of what good customer service is. In the past people would just make a decision not to go back to that particular store where bad service was given to them, instead of demanding to be treated like they should as a [...]
From the Team
Published in April 28th, 2008
World-class suppliers know that it is worth resolving genuine complaints because by doing so you earn customer loyalty. The last time I wrote I outlined how Sony UK quickly resolved the problem I had with my Sony mouse. After verifying I was a genuine customer with a genuine problem, they sent me a [...]
From the Team
Published in April 21st, 2008
The best thing about the getclosure! service is that getclosure! is ‘what it says on the label’ – the service is all about getting closure. This closure works both ways – for both the consumer and the supplier. That a consumer benefits from closure of an issue with a supplier is obvious. [...]
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