Question

Access professional management blogs (Bloomberg, Businessweek, Inc or other) that provide information on how companies can improve customer service and compare 2 that talk about defection and dissatisfaction. Discuss and relate information from your textbook while you answer the following:

What information related to customer service, did the blogs contain?

Did one seem more effective at strategizing than the other; or use more techniques outlined in your text? Explain.

Did they provide strategies to improve relationships with their customers and are there other strategies in your text that were ignored by the blogs?

Answer 1

Customer Service is the biggest concern for the business as well as for the customers. if the service provided by any company is good then the customer will come again and again over there but if the service they are providing is bad then the customer will be reluctant towards that company. If the service provided is satisfactory, then the customers will provide loyalty towards that company and can suffest their friends and family about their work and service which will in return increase the company profit and increase the turnover.

Bloomberg,Businessweek and all these blogs contains contents for how to improve the customer services and how it can be done for better customer experience.

• In a report Bloomberg said that there is atleast one thing done by the company which is making the customer experience bad. If the company knows there weak point, that one thing which is bothering everyone then they can work upon those those ideas and feature to improve the customer experience.
• The company should make a connection with their customers ie. maintain a relation with there customers to know what the market demand is and what will improve the customer service.
• The company should analyse their online and offline profile so that they can monitor which is that place they are lacking in business.
• Conduct surveys online and face to face to know what the customer thinks about them.
• Making an online presence, and with the help of social media like facebook,twitter, youtube etc and posting on these media periodicaly to stay in connection with there customers since now a days people are more active on the social media and if the company uses their website along these social media then they can acheive more and more.

Strategies used by many of the company for effective customer services are:

• Don't forget your customer, and let them know they know you. This will create a suitable environment for the customer and this will make them think that they are special to them. Greet the customers, reply with a smile, these things can be done to improve the customer experience.
• Give them special offers and coupons: This type of strategy will amke sure that they will visit again and making them feel wanted to come over and over again.
• Make your online and offline presence active either it can be on social media, website, or telephonic conversation,or email. No customer will like if there is no proper medium through which they can contact you.
• Help the customers to find what they are looking for to make the customer happy and satisfied. The salesperson should be capable of making the customer find what they are looking for and how to convert an unhappy customer into happy one.
• Train the employee or hire the employee who can speak different language, because it can be a huge barrier for the customer if the employee is not able to understand what they are speaking.

These are some of the strategy to improve relationship with the customers.