For example, the customer engagement activity you’ll find that works for a brick and mortar business isn’t the same as what you’ll find with an online Software-as-a-Service (SaaS) company. However, you’ll f
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However, in true apocryphal style, once we had ‘paid up front’, everything changed for the worse. Shoddy after-sales service and poor quality-assurance meant that not only were the wrong carpets ordered in the first place, but delivery forecasts were neither met nor updated, and even when...
It helps frontline associates understand how key aspects of their jobs are connected to other parts of the business and how what they do makes a difference both for customers and the company. It also teaches valuable, transferable skills – including customer service, merchandising, teamwork ...
A great example is Nike, which undoubtedly has one of the strongest customer service accounts on “X” (formerly Twitter). The brand is quick to follow up with customers who have had a negative experience or are looking for immediate assistance. ...
6. Work closely with the customer service team Working closely with your customer service team is the easiest way to get first-hand insights into problems that are currently causing customers to leave. If you have analysts or managers that have access to call center and help desk reports, they...
This service has proven very popular among our customers. FOR THE COMMUNITY AT LARGE In January 2014, we launched the PAssion POSB Debit Card. The card is the first community debit card in Singapore that offers both payment functionalities as well as lifestyle and community privileges such as ...
The same can be true for Product Managers. You can find yourself involved in many projects, tons of meetings, and more competing priorities from your stakeholders than you’d like. Yet, through all this busy-ness, whether you’re an early stage founder, or a product manager, you need to...
How can small business owners effectively execute improvements in customer service for this? How should any changes be measured to determine if they work? When does a small business owner know when customer service is good enough? What can managers do to encourage and inspire great customer ...
Every week CEO Gary Kelly gives a 'shout out' (public praise) to employees who have gone above and beyond to show great customer service. Joe Robles, former CEO of USAA, stated that a leader's most important job is "to connect the people to their purpose." At USAA, every employee ...