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eBook about Customer Relationship Mastery - How to Calculate Customer Lifetime Value
eBook about Customer Relationship Mastery - How to Calculate Customer Lifetime Value
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Good Customer Relationship – Why is it Important?
It is said nowadays that whether one buys a cup of coffee, a holiday, a house or a car the decision of purchasing has to be emotional. More importantly it is a crucial factor in customer retention and loyalty. Customer satisfaction is the underpinning factor in customer experience. Customer should feel good in doing business with the product or the service provider.
While purchasing rationality, reflection, judgment of pros and cons do play a part but it has to have an emotional side to it. One’s gut feeling, intuition, sense and interaction plays a significant role in buying.
In every single encounter what the customer feels or doesn’t feel is directly related with the service provider’s managerial capability and handling of customer expectations. Customer experience doesn’t end in keeping a smiley face or having a soft tone while communicating with an irate customer.
It must make the customer whoever they are feel the most important person at that time through operation, transaction and behavior. Addressing a fickle customer who is like “I want it now and can’t wait” and their emotions is not easy and cannot be handled by an individual manager. Reaching this emotional goal requires an entire company’s effort which should exceed beyond product quality and protocols.
Before a service provider can decide the best way to achieve this customer satisfaction must decide what exact reaction they want to create every time an encounter occurs. It can be said that customer satisfaction survey and market research can provide the data for that. But sadly enough, these kind of data do not help much, and especially at an emotional level.
Table of Contents
Good Customer Relationship – Why is it Important?
Understanding Your Customers
How to Calculate Customer Lifetime Value
How to Keep Your Customers Happy?
How to Get Your Customers to Say ‘Wow!’
Proven Methods of Customer Retention
The Art of Customer Follow-up
Loyalty Marketing Program
Promotional Items to Enhance Customer Relations
Handling Customer Complaints
How to Deal with Difficult Customers
Introducing the Seven Deadly Sins of Customer Service
Detachment
Inhospitality
Rudeness
Attitude
Ignorance
Inaccessibility
Invalidation
Customer Relationship Management (CRM) Software –The Benefits
Choosing a CRM Program
Customer Service over the Phone
It is said nowadays that whether one buys a cup of coffee, a holiday, a house or a car the decision of purchasing has to be emotional. More importantly it is a crucial factor in customer retention and loyalty. Customer satisfaction is the underpinning factor in customer experience. Customer should feel good in doing business with the product or the service provider.
While purchasing rationality, reflection, judgment of pros and cons do play a part but it has to have an emotional side to it. One’s gut feeling, intuition, sense and interaction plays a significant role in buying.
In every single encounter what the customer feels or doesn’t feel is directly related with the service provider’s managerial capability and handling of customer expectations. Customer experience doesn’t end in keeping a smiley face or having a soft tone while communicating with an irate customer.
It must make the customer whoever they are feel the most important person at that time through operation, transaction and behavior. Addressing a fickle customer who is like “I want it now and can’t wait” and their emotions is not easy and cannot be handled by an individual manager. Reaching this emotional goal requires an entire company’s effort which should exceed beyond product quality and protocols.
Before a service provider can decide the best way to achieve this customer satisfaction must decide what exact reaction they want to create every time an encounter occurs. It can be said that customer satisfaction survey and market research can provide the data for that. But sadly enough, these kind of data do not help much, and especially at an emotional level.
Table of Contents
Good Customer Relationship – Why is it Important?
Understanding Your Customers
How to Calculate Customer Lifetime Value
How to Keep Your Customers Happy?
How to Get Your Customers to Say ‘Wow!’
Proven Methods of Customer Retention
The Art of Customer Follow-up
Loyalty Marketing Program
Promotional Items to Enhance Customer Relations
Handling Customer Complaints
How to Deal with Difficult Customers
Introducing the Seven Deadly Sins of Customer Service
Detachment
Inhospitality
Rudeness
Attitude
Ignorance
Inaccessibility
Invalidation
Customer Relationship Management (CRM) Software –The Benefits
Choosing a CRM Program
Customer Service over the Phone
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