This is the last post of 2012, and a chance to (re)read this year’s most popular C3Centricity posts amongst professionals just like you. Read them today and join the conversation about customer centricity by adding your comments below.   #1. SOCIAL MEDIA How to Respond to Social Media. This is a guest post from Aaron Lee, one of the most successful bloggers in Asia. It shares six tips on how to respond to negative comments so they don’t escalate into a fully blown crisis. #2. CUSTOMER SATISFACTION 3 Ways to Guarantee Customer Satisfaction. Although this was posted last year, it...

Need a quote about the customer to start or end a marketing presentation or to bring home an important point to your audience? If so, then this list was created just for you. A few weeks ago I shared some of my favourite Infographs of the moment. The post received record hits and loads of shares across many social media channels. It seems you like “best of” lists so this week I thought I would share with you some of my favourite quotes on the topic of customer centricity. As I did for the Infographs,  included are some ideas of actions to be taken, prompted by each quote. Enjoy. #1....

One of the industries most sensitive to customer service errors is hospitality. If they get something wrong their clients will tell them immediately. This is a great opportunity, since it gives them the chance to respond appropriately and save their reputation. However, it also means that they have had to adapt to being not just reactive but also proactive. If you would like to see what you can learn from how they meet some of these challenges read on. This past week I was in Miami and had the chance to visit and stay in various hotels both at the beach as well as in the financial district....

A recent Infographic got me thinking about what has and hasn’t changed in customer service thanks to social media. In fact I should have said what has still not changed and MUST change in the very near future. If you feel that you haven’t made all the necessary changes to meet the challenges of the new social customers and their demands, then read on for four actions you should be taking to improve your customer service. #1. Responsibility Marketing, Sales and Customer Service all have contact with customers and therefore also responsibility for them. Today these departments must work...

Are you looking to provide the best Customer Satisfaction and Experience with the minimum amount of effort? If so, then read on. During lunch with a friend this week, we were discussing how apparently impossible it seems for many retailers to satisfy their customers. We exchanged recent experiences about our own customer satisfaction, or lack thereof, his concerning the in-store purchase of a radio, mine during a sales pitch from a local telecom company. We laughed together as we realised that neither of us had bought the product / service we had the intention of purchasing because of the...

Yesterday I read a wonderful post from Ted Rubin about IBM’s recent Global Summit, which used an unusual emotional stimulation to connect with the participants. It also illustrated how emotions can be used for customer relationship building as well as for prompting longer-term memory in potential customers. If that is what you too want to build, read on. Ted mentioned that when it was first announced, that they were going to attempt to break the Guinness World Record for the world’s Longest Handshake Chain “You can imagine the reaction of the attendees. The first response was one of...

Last week, I was reviewing some work for a friend and something didn’t feel quite right about it. The content was great, lots of interesting facts and information, but the flow just wasn’t there. When I questioned her about it, she admitted that she had taken passages from other articles to make up her own; from that moment I lost trust in her work. In today’s world of information overload she could have been forgiven for having “curated” work from other writers, but to me it was dishonest for her not to have mentioned her sources. Whilst your websites and blogs are hopefully...

Ever wonder how to get people talking about your business? Start by offering them incredible products and services that solve their problems and fulfill their needs. Make your customers happy and give them something to talk about. Read this article to access 7 key elements that will get people talking about you! Every strategy comes with its own set of rules, and so does word of mouth marketing. Yes, this means that you can actually create a strategy to generate positive word of mouth support for your business. But first: why does Word of Mouth matter? Learn about cognitive dissonance:...

  Customers, consumers and clients are demanding more attention; they want to be heard, they want to be seen and understood for whom they are, they want their needs and desires answered. Social media has increased our attention to them, but many organisations are still struggling to walk the talk of customer centricity. If this is your own case, then this post is for you. Several companies have contacted me in the last few months, to ask for help in creating a Consumer / Customer Excellence Department. Having already gone through the challenges of doing this in the past, I knew that I...

If you are confident that you are doing everything you can to be customer centric, then this post is for you; it provides some further ideas on how to surprise and delight your customers in a different way, to ensure you keep your competitive advantage. Last week I was in the US for a few days and stayed one night in a small lodge on Key Largo. If I hadn’t prepared my trip by checking out possible places to stay on Tripadvisor before I left, I wouldn’t have known about it, as it is hidden by greenery, even though it is on the main US 1 highway. I would highly recommend this lodge...