Learn How to Create Effective Surveys

Subjective Measures of Success Are Just as Important as Objective Measures.

 In both profit and non-profit debt counseling agencies, the mission is to decrease the consumer’s debt and improve their financial well-being. How do you know if this mission is being accomplished? The answer appears to be straightforward: simply look at your customers’ financial information and compare their current total debt with the amount of debt they had when they first came in for services.

Unfortunately, it is not that simple.

While it is true that comparing the past and present debt of your customers will give you an objective … Continue Reading…

It takes continuous effort to maintain high customer satisfaction levels.

 As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction.

Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has … Continue Reading…

Let me ask you a question. What is it that makes your customer decide to purchase from you?

I hope you know the answer, it will be different for each of you, and it’s something every business needs to understand in order to flourish.

Just as important though is another question, which, chances are, you won’t know the answer to… What is it that makes one of your customers STOP buying from you?

Too many businesses depend upon their ability to generate new customers and fail to realize the dramatic impact on their bottom line if they could just stop … Continue Reading…

IF YOU REALLY want customers to keep coming back, then toss out those glossy brochures from vendors looking to sell you the latest in CRM software. Customer loyalty does not stem from clever stratagems to collect every conceivable piece of data from customers and then cross-sell them something they don’t want.

In fact, the very concept of customer relationship management is misguided. Companies shouldn’t try to manage loyal customers; long-standing relationships arise from trust gained over many transactions, and they are sustained by customers’ belief that the company wishes to keep them around rather than drive them away.