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Customers are the source that drive a business. Said that; in order to attract and retain customers it is crucial that they are satisfied. What many companies fail to understand as they go out to sell their product in the market; is that customer satisfaction is basically fulfilment of customer needs. According to this concept … Continue reading Strategies for Identifying and Managing Customer Needs

Keeping your customer satisfied is the ultimate goal of every business. However, with intense competition, demanding customers and advancements in technology, retaining clients is a big challenge. With so many substitutes in the market and low switching costs, consumers are often willing to try a new brand. The marketing mix which constitutes the product, price, … Continue reading Mystery Shopping – The Mystery Has Been Revealed!

What is CEM? Customer Experience Management (CEM) is a process of managing all the interactions that a customer has with the company across various channels. There are a lot of things that build up the customer experience delivered by your company. It is the more holistic aspect of B2C interactions, creating and managing each experience … Continue reading Learning from the Best to Improve Your CEM

Understanding Consumer Behavior: In earlier times, the focus of a business would merely be on product quality, good delivery time and smart pricing to ensure that it would manage to attract a large customer base. As companies expanded, there became a strong need to understand the wide-ranging behavior of consumers to better ascertain how to … Continue reading Formulating Customer Service Strategies Based on Consumer Behavior

For any business to survive in the long run, your focus needs to be on the people you are doing business with and providing them with reasons to continue doing so. Changing the culture of your organization into a customer-centric one, will keep your customers happier and keep the business coming. It is beneficial for … Continue reading 8 Steps for Creating a Successful Customer Service Plan