|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
Find Out Where Your Firm Stands in Today's Customer
Looking For Ways to Improve Sales and Customer Relationships?
Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz
(San Rafael, CA) What could be more important than improving sales and your customer relationships? Today, there is a fast growing movement, a revolution, among organizations interested in improving their customer-centricity through a better understanding of customer interactions, or "touchpoints." Called "Customer Touchpoint Management" (CTM), the goal of this new movement is to improve customer experiences, and as a result, improve customer relationships. By improving customer relationships organizations improve market share, sales, and both customer and employee loyalty and advocacy.
But what exactly is a "touchpoint?" Touchpoints are all of the communication, human and physical interactions your customers experience during their relationship lifecycle with your organization. Whether an ad, Web site, sales person, store or office, Touchpoints are important because customers form perceptions of your organization and brand based on their cumulative touchpoint experiences.
Savvy organizations realize that customer relationships can no longer be considered exclusively the domains of sales and customer service. If the accuracy of invoices, or the professionalism of installers or cleanliness of your store or office is lacking, then the relationship can suffer no matter how well the salesperson or "owner" of the relationship performs. Savvy organizations know that they can best enhance relationships with customers by improving touchpoints across the entire enterprise.
In fact, improving your customer relationships can deliver powerful results to your organization. For example, through a comprehensive Customer Touchpoint Management (CTM) program developed to understand and improve key customer touchpoints, Avis gained market share in key travel markets and became a leader in customer loyalty and satisfaction as measured by Brand Keys and JD Powers.
So, where does your organization stand in the growing Customer Touchpoint Management movement? Take the following six-question CTM Revolution Quiz to find out if your firm is a CTM Observer, Follower, Leader or Visionary. If you want to see how your organization compares to others, take the quiz online at http://www.tpmetrics.com/tp_quiz.asp.
CTM Revolution Quiz (Circle your Yes/No answer)
Does your organization know?
1. All of its points of customer interaction (called touchpoints)? Yes No
2. Which touchpoints your customers highly value? Yes No
3. Your customers' views of the effectiveness of highly valued touchpoints? Yes No
4. Your customers' needs in each stage of their relationship with your company? Yes No
5. The most common sequence of touchpoints prospects encounter as they consider your offerings? Yes No
6. How your current customers classify themselves (for example: as dissatisfied, satisfied, loyal or advocate)? Yes No
Add up your "Yes" answers to find where your organization is positioned in the CTM revolution:
0: CTM Observer. While your firm may be doing well, there are opportunities for dramatic improvement in the customer-centricity of your organization. If your approach to better understanding and improving customer touchpoints has been to observe or monitor customer service trends in your industry, you may be finding it more and more difficult to compete. New clients and strong sales may be masking poor customer satisfaction and retention issues, which could lead to a serious problem down the road. You know that improving customer-centricity will help, but your organization may be having trouble getting its hands around just how to accomplish this - you're not sure exactly where to start. Previous efforts to improve customer experiences have generated mixed results. As a consequence, staff are highly skeptical of new programs and their ability to truly effect change. A change of culture may be required to dramatically improve customer-centricity, and you probably need third party assistance to accomplish this.
1 - 2: CTM Follower. Your organization is making progress on improving customer experiences and is generating some positive feedback as a result. However, you are still following the Customer Touchpoint Management leadership of others. You appreciate that you are more customer-centric than some of your competitors, but worry that you have significant hurdles to overcome to catch up to the customer service leaders in your industry. You are proud of the improvements made to date and you want to continue the organization's positive momentum. You realize that you may need outside experts to help the firm get to the next level.
3 - 4: CTM Leader. A Customer Touchpoint Management revolution leader, your organization is benefiting from being ahead of the customer experience curve. You excel in comparison with the majority of your competitors. Your sales are increasing, and you have improved the retention of both customers and employees. Customers who advocate your offerings are helping to fill your sales pipeline and employees who advocate your company are helping to attract outstanding staff. You are committed to continuously improving touchpoint performance through a dynamic Customer Touchpoint Management plan, and have systems in place that enable your organization to surface and apply touchpoint best practices. Not satisfied, however, you continually look internally and externally for opportunities to improve customer touchpoints in order to improve your customer-centricity and to stay ahead of your competition.
5 - 6: CTM Visionary. Your organization is the inspiration for the touchpoint revolution both within and outside of your industry. You have established benchmarks and best practices for developing and implementing a comprehensive Customer Touchpoint Management plan. You have developed a system of two-way communication that encourages ongoing and honest feedback from both customers and employees. Based on customer and staff input, you have established touchpoint standards and manage to those standards. Your customers consistently experience excellence in every touchpoint they encounter. Outstanding talent is clamoring to work for you and your competitors covet your employees. You are able to charge a premium for your products or services, and your corporate leaders are invited to speak about the customer-centricity of your organization. Happy to share your CTM story, you know that your success is based on an ingrained culture of relentlessly looking for better ways of understanding, improving and measuring your customer touchpoints in order to strengthen your position as a customer service leader, and to further distance yourself from your competitors.
We are in the early stages of the Customer Touchpoint Management revolution. If you find your organization positioned as a CTM Observer or Follower, it is not too late to learn from the Leaders and Visionaries and to apply the concepts of Customer Touchpoint Management to improving relationships with your customers. The benefits are powerful, creating happier customers, employees and owners.
About The Author
Hank Brigman is author of the upcoming book "Touchpoint Power!," and President and CEO of Touchpoint Metrics (www.tpmetric.com), the research consultancy that pioneered Touchpoint Mapping?. Based on their proprietary methodology, Touchpoint Metrics delivers data, insights and recommendations that serve as a foundation for Customer Touchpoint Management efforts. Hank can be reached directly at 415.258.8524 or via email at: firstname.lastname@example.org.
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
Raising The Bar For Online Magazine Subscription Services And Customer Service
After years of flying below the radar in the magazine subscription service arena online, MagMall.com is gaining traction real fast.
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right.
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter.
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers"From this we can learn that CRM is more than just a piece of software; CRM is a business strategy, one that puts the customer at the heart of the business."That's nothing new" I hear you say, and you would be right.
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.
What Do Your Clients REALLY Think of You?
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to get it dirty again just so he could wash it for the fourth time this week.
7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers.
Whatever Happened To Customer Service?
Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to say?Doesn't happen very often does it? In fact, while I was writing this, I couldn't recall when I had experienced it. I'm sure I must have yet it would have been so long ago, I can't remember.
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service.
The Importance of Good Customer Service
Do you have good customer service? Even for your free giveaways?I have been thinking over the past couple of weeks why some WAHP's have trouble growing their business. They host chats or do online parties.
Poor Customer Service - Are Your Customers Driving Away Other Customers
Every customer you have is a word-of-mouthadvertiser for you. Unfortunately 90% of this freeadvertising is negative.
It's just a simple thing - I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box.
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons.
Service Equals Performance Equals Service
Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor.
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service.
Establishing Yourself as an Expert in the Eyes of Your Customers
The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right.
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis.
Creating the Right 'Viral Reputation'
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.
First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012