HOW WORDS OF MOUTH AFFECTS A BUSINESS

Julie Heart — Fri, 20 Nov 2009 05:48:39 +0000

According to the new study by Satmetrix Inc, (WOM) orr words of mouth has a financial impact to the growth and fall of a certain business. The most concern in the industry is around technology especially wireless industry and customer acquisition, there isn’t a lot of energy spent in customer loyalty. Vince Nowinski, the director of Satmetrix Inc. said that “you can’t really overcome having people saying bad things about you.”

Study shows that a certain promoter or person who recommends a product is worth about half a new customers if words of mouth is based. A negative words of mouth spread affects a business. If consumers find Customer Service poor, they would tell their families and friends about their experience.

There are a lot of factors that contributes to a positive words of mouth. The two factors that mostly affects in the wireless industry are the product and the ease of doing business or service . Both of this factors increased the sales, network capabilities and avoiding less friendly consumer policies. Consumers who are satisfied with their products and services continues business with them. This made them locked their consumers into a long term contract which is also their way to success.

Customer Service

Julie Heart — Wed, 18 Nov 2009 03:10:24 +0000

The notion ‘customer service’ is widely used at the present time. The principles of the service are not fixed. They depend on the policy, the type of company and its products. The most important index of a good customer service level is a satisfied client.

General characteristics. Customer Service or client service is the provision of services to customers before, during and after a purchase. The importance of the customer service varies depending on the type of product, industry and customer. In many cases, Customer Service is more important if the purchase relates to a service in comparison to a product. Customer service may be provided by a person, or by automated means called self-service. Internet sites are the best examples of self service. As a rule, customer service is an integral part of a company’s customer value proposition. In the recent decades, the level and quality of the Customer Service has decreased because of the lack of support and understanding at the executive as well middle management levels of organizations.

How to provide good Customer Service. In order to stay competitive, the companies should provide quality products and perfect service. The employees of the company are to stick to several simple rules to keep their clients satisfied.

It is important to appear friendly. A customer may be having a bad day and therefore exaggerated an incident that happened at your store. A nice friendly smile may blow the tension away and the problem will get the right direction. Always be polite and courteous to your customers. Call them Mr. or Ms or Mr. or Ma…am. If you are acquainted with the customer, using their name will also make them feel important. If you are helping a customer and seem to run into a dead end, try to do something more – call another store for an item he/she is looking for; carry the bags out of the store; or offer a small discount (you will not suffer losses but a bit of saved money is always pleasant for a customer). It is necessary to pay attention to the customer. Talks on the phone when helping someone may irritate. Make sure that you have plenty brochures available in their racks to any customers who may be interested in browsing through them. If it comes to telling ‘NO’ to a customer, then you tell him/her what you can do for him/her. This makes them feel like you care about them.

It is important to provide good Customer Service. It not only helps to keep the old clients, but also attracts the new ones.

Customer Service Reports

HOW WORDS OF MOUTH AFFECTS A BUSINESS

Customer Service