Service

Right to Repair: How to Achieve Genuine Win: Win

Right to repair has been enshrined in legislation for the first time The right to repair is the new reality for manufacturers of dishwashers, refrigerators, TVs and washing machines. The race to the bottom that gave rise to low-end brands, shorter life cycles and throw-away products is coming to an...

Listen to Your Customers or Risk Losing Them Forever

"Your most unhappy customers are your greatest source of learning" (Bill Gates) Do you listen to your customers? Does their voice carry into the upper echelons of your business? Do you take action to make a positive difference? The answers to all of the above should be a resounding “yes”....

10 Steps to Building a Product Support Business

Some consumers love product support packages as a way of buying into a closer, ongoing relationship their favourite brands. Deeper customer engagement and increased customer loyalty represent the “holy grail” of customer experience marketing. Smart companies match their customers’ needs for instant information and rapid repair response with their own...

How Microsoft Failed With These Crazy Service Mistakes

  “We’re sorry this sounds like it has been an absolute nightmare” Microsoft UK Facebook 7th November 2016 Microsoft’s stated mission is to empower every person and every organisation on the planet to achieve more. Individuals and businesses around the globe rely on its products and services to communicate, collaborate...

3 Ways Smart Manufacturers Make More Money with Service

For manufacturers the days of competing on product innovation alone are long gone. When Apple, one of the best product companies on the planet, announces that it makes more money from services than from selling Macs, you have to heed the key message. As even the coolest products become commoditised,...

How to Drive Better Service Results with Technology

The service industry is awash with new technology. From smart sensors to field service automation. From virtual assistants to web portals and mobile apps. The common denominator? Making use of real time information to increase service efficiency and improve the customer experience. The results are: Reduced operational costs Increased customer...

How to Hunt Down Hidden Complaints to Gain True Value

Want More Sales? Then Invite More Complaints! For every 1 customer who complains, there may be a staggering 24 others who don’t bother and 9 out of 10 of these could be lost to you for ever* If you don’t hear from 96% of your unhappy customers, how are you...

1 Day on the Frontline is Worth 100 in the Office

Forgive me for I have a confession to make. As a manager, I spent a lot of my time stuck behind a desk or trapped in a succession of meetings talking about customer facing teams and end consumers. As a consultant, I now spend my time actually on the front...

Are You Missing a Valuable Way to Gain More Customer Loyalty?

"Consumers value the post-purchase experience twice as much as the pre-purchase experience when forming an impression of a brand"* And in today’s digitally connected world customer experience can make or break a brand. It is little wonder then that companies of all sizes and structures are investing in CRM programs...

4 Important Reasons Why Customers Value Product Support

Consumers increasingly are looking to manufacturers to support their products long after the original warranty has expired. And manufacturers should no longer shy away from promoting product support packages for fear of detracting from the quality image that their brands stand for. In the real world away from the shiny...

The Death of Extended Warranties: Why this is Good News for Consumers and Businesses

You will be hard pressed these days to find the words “extended warranties” writ large in store or online or uttered by your friendly sales assistant. But wait, there is more to this than meets the eye. If you are making any major purchase, whether it be a car, a...

5 Ways to Reward Loyalty and Drive Life Time Customer Value

Today more than ever customer loyalty is a precious and priceless asset. So how should you reward your most loyal customers, encouraging them to buy more and stay with you longer? Here are five tried and trusted techniques: Deliver Exceptional Quality and Service In intensely competitive markets with increasing commodisation...

What Price Customer Loyalty?

In 1964 The Beatles sang “Money can’t buy me love”. 50 years on it is clear that money can’t buy loyalty either. Businesses around the globe have spent large sums of money on loyalty programmes but very often they just don’t seem to work very well at all. Why is...