Archive for the ‘Customer Engagement’ Category

A Passion For Customers

July 28th, 2015
Steven Howard

Create customer intensity everywhere. That was the message Lew Platt communicated to his employees when he was CEO at Hewlett-Packard. And that’s the message you should be communicating to your staff, colleagues, and business partners. Customer intensity should be the core of any customer-focused organization. Personally, I have experienced this only once in my professional working career, when I joined the retail banking division of Citibank in Singapore in 1989. At that time, …

Consumers Ready to Boycott Irresponsible Companies

November 6th, 2011
Steven Howard

A whopping 93% of global consumers are willing to boycott a company for irresponsibility or deceptive business practices, and more than half (56%) say they already have. These are some of the most revealing findings in the 2011 Cone/Echo Global CR Opportunity Study, which was conducted earlier this year with 10,000 consumers in 10 major countries accounting for approximately half of the world's population. Consumers across the world are highly engaged and, while …

Consumers Want Customer Service Over Lowest Prices

September 12th, 2011
Steven Howard

Consumers have little to no desire to trade customer service for lower prices. One of the most interesting findings in the latest Accenture Global Consumer Survey study of 5,800 consumers in 17 countries was this: More than half of global consumers (54%) are not willing to compromise on levels of customer service,  produce options or product quality in exchange for lower prices. Even more phenomenal, as we pointed out in this week's Monday …

Don’t Ask and They Won’t Tell

September 1st, 2011
Steven Howard

Understanding Why Customers Leave Very few organizations ever call former customers to ask why they have taken their business elsewhere. And that is a mistake. I coach my clients to conduct on-going research with lost customers, with a focus on asking three pertinent questions: have they experienced any problems or disappointments with the quality of the product delivered? Have they experienced any problems or disappointments with the service delivery? What would it take …

Your Service Problems Are 20 Times Greater Than Your CEO Thinks

August 30th, 2011
Steven Howard

Senior Management Do Not Hear of 95% of Service Problems. Customer research surveys show that only 50 percent of all customers complain about service problems. Ninety percent of these complaints are made only to the frontline person serving them, or perhaps to their immediate supervisor. Only 10% of customer complaints are given directly (or indirectly) to senior management. As a result, top management typically hears only about 5% of all customer service issues! …

3 Ways to Grow Your Business

August 21st, 2011
Steven Howard

Key is to focus on customer retention There are only three ways to grow a business…..any business….and these are: 1) acquire more customers 2) get your current customers to buy more volume 3) get your current customers to buy more often As you can see, two of the three ways to grow a business come directly from greater customer engagement and increased purchases from your existing customer base. And the third way — …

7 C’s of Customer Retention

August 9th, 2011
Steven Howard

While all customers are unique, and use different values to make purchasing decisions, there are seven common customer expectations for customer service that have basically become the MINIMUM LEVEL that today's customers DEMAND be meet by the organizations which they buy from. Because these are the minimum requirements, they are also the ones that must be met if you are to achieve any significant level of customer retention. These 7 C's of Customer Retention …

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