So many books, so little impact on customer satisfaction. Management books about customer service are often a good read. They can be interesting, thought-provoking and even entertaining. But here’s the problem: They can’t tell you how to improve the satisfaction of your customers. After trying lots of the techniques that I had read about I [...]
Good customer service keeps clients happy and happy clients make for successful businesses. But what happens if your customers don’t reciprocate by paying on time? Or worst of all, they don’t pay at all? In this guest blog we hear how fellow Xero add-on provider LedgerLive can help you ensure you avoid late payments and [...]
Benchmarking can be a useful wake-up call. Looking at how well others are doing stimulates ideas and opens your eyes to opportunities for improving the performance of your business. But in my experience all the effort is wasted if you compare against the wrong things. The lessons of this article are think carefully: will benchmarking [...]
Every company is different of course. But having now seen hundreds of companies set up and run a customer feedback system for the first time there are some remarkably common themes. It was the same surprises, and the dramatic benefits I was able to achieve when I went through this process when I ran a [...]
This is not about stock tips, it’s about investing wisely in software to get a big return for your business. A success story Stephen Paul is an accountant in practice. He’s very good at what he does. So good, in fact, that nearly all the new clients in his fast-growing business come from personal recommendations. [...]
We asked how we could help with your customer service. Earlier this year we phoned round and spoke to a range of customers about how they were getting on with our customer satisfaction system. We heard that you find the customer feedback invaluable, and you’re really glad you’ve taken the plunge. That made us very [...]
As specialists in customer feedback software, and also having a long-standing relationship with the Accountants’ profession, we’re pleased to partner with the 2012 Practice Excellence Awards. A surprising reputation From time to time I meet other business owners who make a point of praising their Accountant. What’s striking is that the thing they really value [...]
We’re very excited to complete our first major integration so that we can bring the benefits of CustomerSure to a new community of businesses and their customers. Customer satisfaction links directly to the financial performance of any business. However there’s a unique advantage for online retailers who for the most part don’t meet their customers. [...]
In a casual Tweet I counselled against indiscriminate use of the Net Promoter ® question. It prompted an anxious reply from one of our most valued customers who wondered whether he was using the question inappropriately. He should rest easy. I often find it’s the people who are most concerned to do the right thing who [...]
The business benefits of customer satisfaction are immense. Happy customers are more loyal, spend more, and will recommend you to others, which means faster growth and higher profits. Not to mention the boost to staff morale of a great reputation for service. It’s a virtuous circle. But it’s much easier said than done, as we [...]
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