Sensei

Customer Experience Management Workshop

Recent research confirms that customer loyalty is more a result of how customers feel about doing business with you, rather than what they think about your products or services in a detached way. Read more…

How to Get Customer Reviews

This blog posts looks at how to get reviews from customers and where to put them!

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Spreken zie Customer?

A group of nine year olds in a primary school not far away from this very screen were speaking customer this Wednesday past.  They were taking part in Young Enterprise, which I hope to volunteer for very soon.  What does the programme offer?  Well, it gives kids the chance to talk to real live ‘entrepreneurs’ and discuss what is involved when preparing to supply a product or service to customers.  I suppose that means I’m one.  They go through discussion, questions and exercises on, among other things, the good old 5 Ps of Marketing.

What I want to know, is:

Are You Speaking Customer?

Do you know who your customers are?  Where do they live and work and how much disposable income/budget do they have for spending on your product?  What type of experience does your customer have, from initial telephone call, to finished deal?  Do you keep in touch?  Are you aware of all the things about your business that annoy (and are you trying to minimise/eliminate those), and all the things that please?

Are Your Staff Muppets?  Yes, quite probably. Read more…