Posted in Customer Service on 08. Oct, 2009
You’re a smart business person – so you already know the value of your existing customers. Although the precise multiple varies from sector to sector, typically an existing customer is up to 10 times more likely to purchase from you than a new prospect.
Despite this compelling statistic, most business owners completely ignore what could be [...]
Posted in Customer Service on 10. Sep, 2009
If you are set up like most businesses, the telephone will be one of the most common ways that prospects initiate contact with you. Typically a prospect will find your telephone number through an ad or by word of mouth and then call to inquire about your products or services, pricing, opening hours and so [...]
Posted in Customer Service on 05. Aug, 2009
I have been a customer of TPG, an Australian ISP for upwards of 5 years. Not because they provide reliable, fast broadband – or because they offer quality customer service (they don’t do either) – but because I am lazy and the pain of staying with TPG has been insufficient to motivate me to switch.
That’s [...]
Posted in Customer Service on 04. Aug, 2009
As an Internet marketer I deal with a lot of different tools and software – and unfortunately as a result have to raise more than my fair share of support cases.
I have always thought that it is standard practice that the customer has the opportunity to approve or confirm their support case being marked as [...]
