Shila's blog

Genuine Sympathy increases LOYALTY hence retention

When companies employ members of their team, I would vote for people with passion and willingness to work counts. Unless specific technical training is required staff should form a team which encompasses the company's ethos. It is one of the crucial requirements for retention to thrive in a company hence turnover of the company.

Here is where a manager by engaging ina simple gesture created a fan for the company he worked for

Customer Service from A Star Company

I always love companies who always seem to go further for their customers. This also proves definitely that retention is far better than spending money on vast amount of advertising and then failing to deliver at the crucial point. These Companies turn their customers into fans hence they are theirs for the duration. This should be the case for any company who wants to grow successfully. We design bespoke customer service and retention programmes for you to achieve this status. All this has to be an integral part of the company and Everybody working for the company should be practicing it.

Is it YOUR M&S as advertised

As I promised I will tell you about my experience with a well known retailer namely M&S. Just before Christmas 2013, my sister and I were shopping in Brent Cross. We were delayed in getting there due to a major accident on the North Circular. We needed some slippers and decided on two pairs from Marks and made our way to the till. Upon arrival the cashier noticed that one of them was an odd pair.

Amaze your customers

"Be a yardstick of quality.Some people aren't used to an envoirnment where excellence is expected" Steve Jobs, co-founder, Apple

99% of the time if not 100% your customers should be singing your praises. This will occur if you go the extra mile for your customer and this should be inbuilt in the company's culture in every aspect. Here is a story from my favourite Bank Metro Bank.

Customer Service with a difference that counts

Customer Service matters in every business and sometimes you need to look beyond just the bottom line. Most of the time in many businesses as soon as times get tough the first thing they look at are controllable costs. In most cases this always means cutting down your payroll costs and stock costs. This sometimes I feel is false economy since if you do not make your customers truly welcome they will take their business where they feel important.

Putting the customer first

Customer service from the word obviously means that the customer should be at the centre of your business. Sometimes I feel it is difficult for retailers to achieve this especially when it is a choice between offering bespoke customer service or cutting costs. I know from my vast retail experience that in most cases the cost issue will overide other aspects. At Shinar we understand this problem and can offer programmes that will put your customer's interest first.

Here is an article from the Guardian which reinforces the importance of customer service.

Helping your Customers

"We are there to save money for consumers, not to sell them products they don't need... The key is not to make the sale. The key is to cultivate the customer

Bernie Marcus,co-founder, The Home Depot

This is how it should be for all companies whether you are selling to customers or businesses. The key in my experience is to engage with your customer and help them genuinely even if it means you sell them an inexpensive item or not sell them anything at all. The main reason for this is to gain confidence with your customer so THEY will return to you in the future.

Make your customers your Fans

Something for Business owners to think about. Why is it important to keep your customers satisfied and hence retaining them for the benefit of your company?  As you are aware yourself that you we are unhappy with the service you received at an establishment you will tell a lot of our relatives and friends. If this concept is magnified for any company think of all the Negative publicity that company would receive.

Here is an example of a car company that decided to make sure their customers received excellent service, hence retaining them for future purchases for sure.

WOW for the passion in customer service

As a business owner have you considered how the customer service is becoming key to the survival of the business. I believe now is the time to genuinely knowing your customer and treating them like your family. This will most certainly improve your retention and hence your profits. Lead by example as a senior in the company start making the changes for 2014.

Here is a wonderful and touching story about how helping a customer makes a difference.

. NORDSTROM

ARE YOU LISTENING TO YOUR CUSTOMERS?

Here is what I believe Companies whether large or small ought to be doing when it comes to listening to your customers whole heartedly. I have pointed to this example more so since I will tell you about my next personal experience on my next entry. Please send me a feedback on your opinion of this and How you generally feel about customer service and WHAT makes you loyal to a company where you shop.

 ZAPPOS

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