Archive for the ‘Customer Service’ Category

Creating a customer-led company culture

June 17, 2014

Customer-led CultureEmpowered customers are shaking the foundations of industries everywhere. Compared to the old way of doing business, today’s customer revolution is driven by a set of self-reinforcing, customer-first paradigms.

In this new order customers set the agenda by establishing the terms of engagement; customers increasingly provide inputs for new products and services, which they assume will come personalized for them; customers expect companies to listen and learn from their everyday experiences and get respect when things don’t go as planned. In this emerging world a customer-led marketing culture can be a company’s competitive edge.

While a few companies “get it”, most still need to adapt to these unusual and fast-changing times. At such firms CMOs and other business leaders should consider several steps to develop and foster a customer-led company culture: (more…)

Successful companies mix digital and traditional channels to satisfy their clients and achieve business objectives

January 15, 2014

Mixing traditional and digital channelsWith 2014 now firmly underway, there is no doubt that digital and social media along with mobile technologies remain at the top of the agenda of many marketing leaders. They are seen as critical paths for expanding their addressable market reach and growing the business.

While there is no doubt that digital marketing tools can boost the public awareness of a company and of its offers, while offering clients a personalized and interactive way of engaging with their brands, to achieve measurable business results, digital tools must be part of a company’s broader, well-thought out marketing strategy. Otherwise, it’s like spending money to generate more noise in an increasingly crowded marketplace. (more…)

Young tech companies must operate less like products and more like client-driven businesses

March 19, 2013
Satisfy client needs

Focus on satisfying client demands

Today’s technology sector is a very innovative, fast-changing and competitive area, where dozens of new multi-device services come online daily.

In this setting there are many early-stage companies – particularly in Web, Software and devices – that have become quite good at designing elegant and useful products to serve their initial clients.

However, to thrive early-stage companies need to operate less like product development houses and more like businesses. (more…)

Marketing is now a 2-way street, which not even technology companies can avoid

March 5, 2013
Marketing is now a 2-way street

Marketing is now a 2-way street

Marketing is experiencing drastic changes as interactive and digital technologies begin to replace mass media as its foundation. Both consumers and business clients are no longer a passive audience waiting to be showered by company ads and billboards.

Today’s digital, interactive and social media capabilities empowers any customer to speak up on their experiences and opinions, whether good and bad.

This has created a fundamental shift in customer-supplier relationships, that not even small or specialized technology firms operating off of the business main-street can escape. (more…)

How social media creates value for B2B companies

September 28, 2012

Image courtesy of FreeDigitalPhotos.net

Based on the growing number of companies and the ways that they use social media platforms like Facebook, Twitter, YouTube, blogs, there is no doubt that social media has become a must-have for B2C companies, enhancing their overall digital customer touchpoint experience.

For many B2B companies however, the use of social media is still in its infancy due to a misunderstanding of the uses and the value it can provide in the B2B context. (more…)

The difference between customer satisfaction and loyalty

July 17, 2012

Image courtesy of FreeDigitalPhotos.net

In today’s increasingly dynamic market, companies launch new products and service on a daily basis daily. However, given the falling switching costs, what really matters over the mid-to-long-term are not just the benefits offered, but also the satisfaction and loyalty that customers get when dealing with those companies.

Many technology professional that I know use customer satisfaction and loyalty similarly, yet they are in fact quite different: (more…)

But what about customer service?!….

February 16, 2012

Ambro / FreeDigitalPhotos.netAfter nearly 12 years of using Orange as my mobile services provider (which was mostly a good experience I must say), I recently switched following the arrival of Free Mobile, an aggressive new player disrupting the French market’s status quo with its unlimited local & long distance fixed-line calls, text and picture messages and Internet, including Wifi, all for €19.99 (or €16.99 for Freebox clients like me !!) or 1/4 of what I paid before.

However, to get there I lived through a very frustrating 7 days, during which time I was not a happy customer at all… (more…)