How To Design And Deliver A Customer Charter

How To Design And Deliver A Customer Charter All organisations claim to be customer-focused but, frequently, this lacks commitment and involvement by all of the staff in the organisation. One effective remedy to this situation is to develop a Customer Charter and publicise the document internally, making sure that this is then woven into the …

Why Should Managers Be Concerned About Customer Relationship Management (CRM)?

Why Should Managers Be Concerned About Customer Relationship Management (CRM)? It is hard work and very costly to obtain a customer BUT very easy to lose them! CRM should be an integral part of the business and is vitally important for the following reasons. CRM is critical in order to: promote or maintain customer loyalty …

Why You Cannot Afford To Ignore Customer Perceptions

Why You Cannot Afford To Ignore Customer Perceptions We tend to always think of the customer’s perception as being around the product or service that we provide yet this is only part of the puzzle that creates customer loyalty. Increasingly customers seek out a detailed understanding of not only what they are buying but also …

Pegasus Airlines – Loving Their Customers, Gaining The Benefits

Pegasus Airlines – delighting a new type of travelling customer. Until 1982 Turkish Airlines was the only airline company operating in Turkey and as such it had no domestic competitors. Following Government deregulation and opening up of the market 29 airlines were established with 22 of them (76%) declaring for bankruptcy within two years showing …