Customer service Archives | The Chameleon Guide
Business Support & Mastermind Groups
   karen@thechameleonguide.com
   07979  866  453

Customer service

The Apprentice – Episode 4 – Corporate Hostility

Who says you learn nothing from watching the Apprentice? For example, did you know that the football industry is worth £4bn? That was quite an eye opener. And women’s football is a fast growing part of that pot. This week’s task – a return to the usual format – organising an event. In this case a corporate hospitality box at Wembley Stadium for the women’s FA cup final. The candidates also had to run a match day stall outside the grounds to raise some extra money. They were given clients with whom they had to negotiate a price to pay for […]

Read more

Why selling on price is a bad thing (and why differentiation is a good thing)

It’s very tempting to be the cheapest because that’s what you think you need to do to win business. This blog explains why it’s not a good idea.

Read more

Ask not what your customer can do for you, ask what you can do for your customer

Why do organisations take us for granted? In the light of my recent experience with Sony, (including yet another highly unsatisfactory call during which it became abundantly clear that hell will freeze over before they will give me a refund) I have decided to write about the differences between good and bad customer service. 86% of customers will stop doing business with you after a bad customer service experience it takes 12 positive customer service experiences to make up for one poor one The irony is that the majority of companies say they pride themselves on good customer service. A Forrester report […]

Read more

How to sell the way your customers want to buy

One of the key questions we ask our clients when we work with them is ‘ What business are you in?’  Most people will tell us they are the thing they sell, so for example, this week, I had ‘a financial adviser’, ‘an events planner’, ‘an accountant’, and ‘a sales trainer’. But is that really what the customer is buying? The customer using the financial adviser may be looking for help to ensure they can retire with no money worries, or the customer using the events planner may be trying to organise a surprise 50th birthday party so will be […]

Read more

One really simple way of knowing how loyal your customers are using Net Promoter Score

Do you know how loyal your customers are to you? In my last blog , I talked about the importance of talking to your customers and how to implement an account management strategy for your top ten customers. This week’s blog is going to look at another aspect of engaging with your customers through customer feedback, in particular using the Net Promoter Score to assess the loyalty of your customers. There are three types of customer feedback you can actively use: Net Promoter Score In-depth interviewing of your key customers (different from the key account conversation you have with them) […]

Read more

Do you know how much more business you could get from your customers?

I’m sorry if that sounds quite a mercenary question, but it’s meant with the best intentions. Not only for you and your business, but also, and as importantly, for your customers. The cost of getting new customers In business, we spend a lot of effort and money trying to get new customers, sales people are rewarded for bringing new customers into the business and probably the largest proportion of our marketing spend goes on trying to acquire new business rather than keeping the customers we’ve got, let alone thinking about how to grow our business with these customers. We’ve seen all […]

Read more