Posts by Ezisay

The importance of building customer experience

building customer experience

The Internet and globalisation has created an entirely new business environment that has empowered consumers like never before. Consumers now have more choices and businesses have more competition. The importance of building customer experience has increased exponentially over the past decade, and will continue to do so in the future. It is becoming difficult to…

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How employee engagement leads to customer loyalty

How employee engagement leads to customer loyalty

Companies spend billions each year attempting to increase customer loyalty.  There are surveys, special deals and rewards programs all intended to keep customers loyal.  And while much of this works at least to some extent, a lot of it could be considered wasted energy.  After all, how many rewards programs does the average consumer belong…

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How to handle challenging customer service questions

How to handle challenging customer service questions

Customer service is the best way to help your company stand out in today’s competitive environment.  But, it isn’t always easy.  There will be times when your public facing employees will have to deal with customers who are angry or impatient, make inordinate demands, or who are otherwise difficult.  However, while such customers may be…

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Five landmines in customer satisfaction

Five landmines in customer satisfaction

Every business that wants to succeed pays attention to certain metrics, such as the net promoter score. While having detailed metrics is important, it is vital to realise that promotional decisions cannot be made using metrics alone. The reason is that what shows up in the metrics can be wrong in ways that have nothing…

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The importance of empathy in online surveys

There is an important element that is often overlooked when writing survey questions. That element is empathy. The importance of empathy in online surveys is vital to getting the honest and reliable responses that provide you with the information you need. What do your customers actually think? You must be able to relate if you…

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The future of online surveys

Online surveys have only grown in importance since business became embedded in the Internet in the late 1990’s.  Such surveys are a vital part of market research, but nothing stays the same, and the future of online surveys is important to consider as it will greatly affect the way surveys are written and administered in…

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Overcoming barriers to customer satisfaction

overcoming barriers to customer satisfaction

Overcoming barriers to customer satisfaction is critical, particularly since all companies are in one of two positions regarding customer satisfaction. They either improve customer satisfaction by integrating customer feedback into day to day operations, or they don’t. Even though it is certainly important know what customers think, there are two primary reasons why companies may…

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Customer Experience in a Competitive World

Customer Experience in a Competitive World

Customer experience is becoming increasingly important as business continues to go global and the marketing space expands. The time when competition was local, or at most national, is long gone. Business can no longer rely on being a big fish in a small pond. Competition has now shifted from physical geography to a digital landscape…

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Creating customer satisfaction online

creating customer satisfaction online

Satisfied customers will stay with your brand, but satisfaction is more than just being happy with a product or service. In the modern online world, building customer loyalty is based as much on interaction as on action. It’s important to realise that the Internet isn’t really a direct connection. Rather, it is a line of…

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5 tips to keep customers engaged

5 tips for keeping customers engaged

Customers are the reason businesses exist and no business can last long if it doesn’t get the attention of potential customers and keep their attention by turning them into repeat customers. Building a long term relationship requires customer engagement and there are a number of paths to keep customers engaged. And all these paths follow…

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