Skip to main content

Ad Exchange

Cultivate a positive customer environment

Everyone knows what Customer Service is. Most companies have a Customer Support Dept or Customer Care Dept. At least they will have someone that deals with customer interactions.

But what is Customer Environment, and what is the difference between the two?

Customer Environment is a philosophy that exists through an entire company. It includes ALL the interactions your customers have with your company. 

Customer Environment goes far beyond “Customer Service”. It can create a bonding, emotional connection between your customers and your company. Its main goal is to create an emotional engagement with customers.

Customer Environment is what made Amazon the company it is today. More important, every company can use Customer Environment to increase customer loyalty. It allows them to increase sales, and even charge premium pricing.

The Harvard Business Review did a study titled “The New Science of Customer Emotions.”  In this study, they found that engaged customers are:

— At least three times more likely to recommend your product or service
— Three times more likely to re-purchase
— Less likely to shop around. 44% said they rarely or never shop around.
— Much less price sensitive. Only 33% said they would need a discount of over 20% from a competitor before they would defect.

Now do you see the importance of cultivating a positive Customer Environment in your company?
Labels:

Comments

Post a Comment

Most Read This Week

Go Beyond the Numbers to Unveil the Stories Data Tells

Numbers, by themselves, are inert. They are mere digits, devoid of context or meaning. To truly understand the story they hold, we must go beyond the raw data and enter into the narrative it reveals. This requires a nuanced approach, one that goes beyond simply presenting the figures and instead seeks to illuminate the insights they offer. The first step in interpreting data is to identify the surprises it presents. What findings defy expectations? What appears counter-intuitive? These unexpected insights often hold the key to understanding the deeper implications of the data. For instance, if a study reveals a surprising correlation between two seemingly unrelated factors, it prompts us to question our assumptions and explore the underlying mechanisms at play. When comparing multiple datasets, it is crucial to highlight both similarities and disparities. By drawing attention to the points of convergence and divergence, we gain a richer understanding of the overall picture. For example...
Post a Comment
Read more

The Quest for Impact in Consumer Decisions Goes Beyond Price

It’s a common misconception that price is the sole driver of purchasing decisions. While cost certainly plays a role, a more in-depth understanding of consumer psychology reveals a more nuanced reality. Google’s Head of Research, Justin De Graaf, sheds light on this complexity by identifying six distinct attitudes that online searchers exhibit: Help me: This attitude reflects a need for practical assistance and problem-solving. Reassure me: This attitude signifies a desire for confidence and validation in a purchase. Educate me: This attitude indicates a thirst for knowledge and understanding about a product or service. Surprise me: This attitude represents a yearning for novelty and unexpected experiences. Impress me: This attitude signifies a desire for status and recognition associated with a purchase. Thrill me: This attitude reflects a craving for excitement and emotional engagement. It’s the last three attitudes, Surprise me, Impress me, and Thrill me, that hold the key to unders...
Post a Comment
Read more

Turning Delay into Productivity

We all know the feeling: that looming deadline, the unfinished task, the nagging voice in our head telling us to “just do it.” Procrastination, the act of delaying, is a universal human experience. While often considered a negative trait, procrastination can actually be harnessed as a powerful tool for productivity and self-care. Instead of viewing procrastination as a weakness, consider it a gift. It allows us to pause, reflect, and make conscious choices about how we spend our time and energy. The act of delaying can prevent us from overcommitting and taking on tasks we don’t truly want or have the capacity to handle. When faced with a request or an opportunity, take a moment to consider. Say you need to check your schedule and give yourself a day or two to think it over before committing. This delay can help you avoid saying yes to things you might later regret. The irony of procrastination is that it can actually lead to increased productivity. When faced with a large, daunting tas...
Post a Comment
Read more