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Top : Communicating With Customers : Page 2: Communication with customers and marketing often overlap since the same strategies for communicating effectively with customers also result in good marketing. Here you'll find material to help you use information about your customers to communicate effectively.
Communicating With Customers
In our section on communication skills, we provided resources to help you understand things like the importance of nonverbals, paraverbals, language, listening and business communication, generally.
Now we'll look at communication within the context of customer service, and focus more precisely on applying communication skills and knowledge to our customer service interactions.
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Applying What We Know About How People Communicate To Optimize Our Communication With Customers
Competitive Advantage: Do Your Customers Know How Great You Are? - by Jaynie L. Smith & William G. FlanaganThis is an exerpt from the book 'Creating Competitive Advantage' by Jaynie L. Smith with William G. Flanagan. Learn how you can let your customers and potential customers know that your business provides extra value. (Added: 24-May-2006 Hits: 1617 )
The Impenetrable Account - by Dave Kahle
How do I sell to an account that is firmly in the hands of a competitor? "In one form or another, I hear that question at almost every sales seminar I teach. It's a great question, reflecting one of the most perplexing and frustrating situations every sales person faces. If you haven't yet been faced with this problem, be patient, you will soon be. (Added: 16-Feb-2006 Hits: 540 )
How to Deal With Customer Service: Consumer Tips for Talking to Company Representatives on the Phone - by Jonathan Fogg
This article is directed at the customer. And should help the customer get the type of service he wants and deserves. Good tips that should allow both client and service provider civil and helpful. (Added: 25-Mar-2010 Hits: 757 )
The Problem with VOC? The Customer Isn%u2019t Always Right. - by Whitney Satin
When B2B marketers look for ways to improve their customer experience, they typically rely on voice of the customer (VOC) to direct their investment decisions. More often than not, marketers tackle touchpoints that customers gripe about most frequently or fix issues mentioned by the largest customers. But as far as helping companies demonstrate their unique benefits, this is rarely the best approach."Companies with the highest levels of loyalty have a clear understanding about what distinguishes their company from competitors and, more critically, the unique benefits customers get as a result. In these organizations, improving the customer experience means looking for opportunities to bring these unique benefits to life, NOT simply adhering to problems surfaced via VOC. While customer voice is useful for a great many things, when it comes to bringing focus to your unique benefits, marketers should recognize that VOC poses three major constraints: (Added: 8-Jan-2010 Hits: 430 )
Communication and Customer Service - by Jan Pedersen
The author shares her experience with customer service personnel. She has some excellent tips for dealing with difficult, disgruntled and irate customers. Read this article and learn the basics of providing excellent customer service. pop (Added: 13-Dec-2004 Hits: 4711 )
The Manager's Guide to Communicating with Customers Collection %u2014 HBS Working Knowledge - by Richard Bierck
The battle cry of business, "know thy customer," is heralded in The Manager's Guide to Communicating with Customers Collection. This excerpt by Richard Bierck examines research by HBS professor Gerald Zaltman and consultant Paco Underhill on the downfalls of focus groups. (Added: 16-Jul-2007 Hits: 966 )
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