David Summerton Business Consulting
Why Managers Should Be Obsessed With Their Customers Customer focus MUST be the number one priority of any organisation: it sounds really simple to say it but otherwise what is your organisation doing and why is it here? Currently we operate in markets where the customer is becoming more demanding, more intolerant of poor performance …
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How To Keep Your Customers The customer is progressively getting more demanding while markets are becoming more and more crowded and competitive. This is the perfect storm that all organisations are facing, and which ultimately separates out the strong from the weak. The Internet has killed hype and all your customers are saying things about …
What Does A Customer Look For In A Product Or Service? Regardless of the product you are making or the service you are providing, customers will always run through the following considerations when firstly looking at a range of possible options to buy and then when choosing to buy. Customer service is a wide-ranging subject …
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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 …
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What Do Customers Want? It is very true to say that all customers are different but, in general, they are all looking for the following in terms of that decision to buy: efficient and polite service – before, during and after buying or using a product or service good-quality products and services – in line …
How To Be Brilliant At Customer Service All organisations should always be continually striving to improve their Customer service focus often the difference between a successful and unsuccessful organisation lies in the way in which it treats its customers. This involves the whole organisation and not just the staff that deal directly with the customer …
The ONE Golden Rule Of Customer Service Always make sure that your organisation promotes and delivers with UPSIDE DOWN MANAGEMENT. Put simply: trust your staff to look after each customer in the way that they feel is best for that customer. This means the following: Staff should always look immaculate and very much look the …
How Do Your Customers Judge You? It takes a huge effort to find customers even for the most successful brands and even more to retain them. What separates out the most successful and profitable organisations from the wider marketplace is that these organisations have successfully analysed, and continue to, understand how their customers judge their …
How To Deal With An Angry Client Listen without interrupting - Show that you understand how they feel as well as what they are saying. Analyse the problem - Differentiate between facts (the report has three errors in it); assumptions (it was clearly done at the last minute); generalities (your junior people aren’t up to …
Three Top Tips For Keeping Customers Happy A retained customer is literally worth their weight in gold – all the hard work of approach and negotiation has been completed, they are buying so you need to keep them snug and warm in your bubble and not the bubble of your competitors! Try the following Top …
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