Category Archives: consumer behaviour

Interpersonal Communication – Your Key to Customer Service Success

To be successful in your interactions with customers whose values, beliefs and experiences differ from your own, you will need to broaden your scope of knowledge related to interpersonal; communication, especially nonverbal signals (cues). Because nonverbal communication styles and interpretations often differ from … Continue reading

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Interpersonal Communication Skills Tip

Effective interpersonal communication skills are crucial for delivering excellent customer service.  Verbal communication skills are important, but nonverbal communication cues are often more so. Still, while you may potentially gather a lot of information through nonverbal cues received from others, be careful … Continue reading

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Internet Sales Revenue Continues to Climb from 2012-2017

  Ever since customers discovered the value and savings in time, effort and money from using the Internet to shop for products and services, the world has not been the same. Revenue generated from electronic commerce (ecommerce) continues its upward climb … Continue reading

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Black Friday Stats Show 2013 Was a Huge Success

Each year, online and brick and mortar retailers strive to increase sales and revenues generated around the period of Thanksgiving and Black Friday. This year was no exception, with many companies offering pre-Black Friday deals followed by Cyber Monday opportunities … Continue reading

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The Impact of Stress on Customer Service

The world moves at a much faster pace than it did decades ago because of advancing technology. Changing customer values, beliefs, needs, wants and expectations have caused much of this acceleration. Added pressure to succeed and remain competitive while trying to … Continue reading

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Four Tips for Delivering Exceptional Customer Service

Each customer is unique, yet similar. The challenge is to identify their specific needs, wants and expectations and them work hard to meet and exceed those. The following tips can help you provide better service to all your customers: To … Continue reading

Posted in brand loyalty, communication skills, consumer behavior, consumer behaviour, cultural awareness, cultural diversity, customer appreciation, customer centric, Customer communication, customer expectations, customer loyalty, customer needs, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service 101, customer service across cultures, customer service diversity, customer service skills, customer wants, customer-focused organizations, delivering excellent customer service, quality customer service, Service 101, service culture | Tagged , , , | Comments Off on Four Tips for Delivering Exceptional Customer Service

Building Successful Customer Loyalty

Customer loyalty is an emotional rather than a rational thing. Each time there is contact at a touch point where the customer and service provider come together there is opportunity for further cementing the customer relationship and loyalty or driving … Continue reading

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What is a Service Breakdown ?

Service breakdowns occur daily in all types of organizations. They happen whenever the product or service delivered fails to meet customer needs, wants and expectations. In some cases the product or service delivered may function exactly as it was designed … Continue reading

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Customer Service Tip – Use Behavioral Style Assessments Surveys to Better Understand Yourself and Your Customers

By better understanding yourself and why you behave the way that you do when interacting with customers and other people, you can work toward building stronger relationships in the future. This is especially true when interacting with customers and potential … Continue reading

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The Impact of Consumer Behavioral Shifts on Customer Service

In the past, many consumers took a “money is no object” approach to shopping because, if they did not have cash readily available, they had several pieces of plastic in their wallet that allowed them to spend (often beyond their … Continue reading

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