In any industry, and given identical market conditions, there are always five percent of companies that outperform the competition. They’re not lucky; they are simply better at planning and executing. Having solid systems in place for both garners measurable results in terms of employee engagement and customer experience — and therefore your bottom line. Is …
Execution is Critical to the Customer Experience Read More »
What does executive coaching have to do with a company’s focus on delivering on its promise to customers? The answer is simple, but it’s one many executives don’t know — everything. While many companies pay lip service to an extreme focus on the customer experience, upon closer inspection it becomes evident that customer care is …
The influence of social media needs no introduction. Consumers now demand that their complaints be acknowledged and resolved quickly. In fact, most consumers would rather solve an issue online than through traditional methods. The shift to social media for these practices is the basis of social customer relationship management. Businesses are turning to social media …
In an industry with more than 21,000 competitors, how are we still ticking — and not just ticking, but growing after 16 years? It is hard to reduce all the moving parts to only one reason, but on the whole it all boils down to customer service. What does customer service mean to us? Responsiveness. …
Responsiveness: The Key to All That is Good in Business Read More »
Loyalty schemes can be an invaluable tool when it comes to customer satisfaction and the overall consumer experience. Our most recent research shows that 94 percent of UK consumers are members of at least one loyalty program, and many belong to multiple schemes. However, to really get consumers flocking to a brand and forming a …
It Takes A Lot To Get Consumers To Sign Up For Loyalty Schemes Read More »
The Orlans Group is a women-owned company made up of 500 employees in three law firms serving seven states and the District of Columbia, along with five companies serving clients and customers nationwide all focused on real estate. The company’s core purpose is: “We are passionate about the right to own, use and invest in …
Investing in Key Strategies and Positively Impacting Our Culture Read More »
With the pervasiveness of social media and online review websites, it’s hard for a company to get away with poor customer service in today’s culture. No matter how a company is advertising a product or service, customers act as unpaid press agents — treat them poorly, and they’ll report it with painfully honest reviews to …
Foundation of Customer Service Equals Loyal Customers/Brand Ambassadors Read More »
