We have discussed on so many factors related to business like marketing, management, product management etc…. Today we are going to discuss on customer satisfaction which is most important factor of any small business and organization. We will talk some features related to customer satisfaction which can help us to provide more satisfaction to out customer.
The Base for Customer Acquisition and Retention
A product is a bundle of values. The values may be comfort, safety, pride, economy etc. Each product may offer a combination of some values. The values priority may vary from individual to individual. Even for an individual the values priority may vary from product to product. Further, priority of values varies based on the situation.
Application
It is necessary to satisfy the expectation levels of different values and identify whether there is any gap between expectation and experience of such values. If needed action plan to fill the gap is to be taken to satisfy the customers. Satisfaction of a customer is the base of retaining the customers and helps to acquire new customers.
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Monday, January 12, 2009
Tuesday, February 19, 2008
Role of Technology in Customer Service
Customer Service we are talking here. Customer relationship management software is very much important for any business useing insurance software or agency management software to run their business. Today, we are going to talk about Role of Technology in customer service.
Technology has made available a wide range of customer service tools. They include support websites, the ability to have live chats with technical staff, databases tracking individual customer preferences, pattern of buying, payment methods etc., and tailoring products and service responses based on these advanced data. Specialist software that is designed for the tracking of service levels and for helping recognize areas for improvement are often integrated into other enterprise operational software tools such as ERP software.
Many companies have started to use new channels to capture customer feedback. With record number of people now communicating through mobile phone and sending texts, many argue that the next wave of customer feedback will primarily be captured through channels familiar to most consumers, such as mobile email and SMS. This will enable companies to track the opinions of their customers much more easily and gain valuable insight into how to improve service quality and enhance the customer experience.
ref: Insurnace Software, Insurance CRM, wikipedia
Technology has made available a wide range of customer service tools. They include support websites, the ability to have live chats with technical staff, databases tracking individual customer preferences, pattern of buying, payment methods etc., and tailoring products and service responses based on these advanced data. Specialist software that is designed for the tracking of service levels and for helping recognize areas for improvement are often integrated into other enterprise operational software tools such as ERP software.
Many companies have started to use new channels to capture customer feedback. With record number of people now communicating through mobile phone and sending texts, many argue that the next wave of customer feedback will primarily be captured through channels familiar to most consumers, such as mobile email and SMS. This will enable companies to track the opinions of their customers much more easily and gain valuable insight into how to improve service quality and enhance the customer experience.
ref: Insurnace Software, Insurance CRM, wikipedia
Monday, February 11, 2008
Applied psychology in customer service
Agency Management Software always includes CRM software. Insurance software with agency management system, insurance CRM, insurance sfa helps insurance industry people to manage their customer service in better way. We are talking here CRM software functions. We talked Sales Force management software, customer service, Implementations of customer service in our past post. Today we are going to talk about Applied psychology in customer service.
There are different levels of knowing your customers. Often, customer service relies on demographics or customer data collection. Yet, customer and customer dynamics as a group are affected through modalities of experience. Hence it is important to know your customers and to the culture that you want to create. This is where psychology enters into the realm of customer service.
According to Arthur F. Carmazzi, founder of Directive Communication, how person processes information will have a bearing on how he or she reacts in a given situation. Carmazzi says that there are four brain colors: green, red, blue, and purple. Knowing the brain color of a customer will help you understand his/her expectations of service and deliver accordingly. For instance, a red brain customer in a bank will value order and a systematic approach to enlisting him in a wealth management program.
ref: agency managment software, Insurance Software, wikipedia
There are different levels of knowing your customers. Often, customer service relies on demographics or customer data collection. Yet, customer and customer dynamics as a group are affected through modalities of experience. Hence it is important to know your customers and to the culture that you want to create. This is where psychology enters into the realm of customer service.
According to Arthur F. Carmazzi, founder of Directive Communication, how person processes information will have a bearing on how he or she reacts in a given situation. Carmazzi says that there are four brain colors: green, red, blue, and purple. Knowing the brain color of a customer will help you understand his/her expectations of service and deliver accordingly. For instance, a red brain customer in a bank will value order and a systematic approach to enlisting him in a wealth management program.
ref: agency managment software, Insurance Software, wikipedia
Tuesday, January 22, 2008
Implementation of Customer Service
We talked Sales Force Automation, Lead Capcture, Lead Distribution in our past post. CRM Software Functions we are talking here. Agency Management System (AMS) include Customer Relationship Management.
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
Customer service is normally an integral part of a company’s customer value proposition.
Implementation of customer service
Customer service may be employed to generate such competitive advantage as a particular service proposition can be harder to copy for competitors.
The implementation of a particular customer service proposition must consider several elements of the organization
ref: agency management system, insurance crm, insurance software, wikipedia
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
Customer service is normally an integral part of a company’s customer value proposition.
Implementation of customer service
Customer service may be employed to generate such competitive advantage as a particular service proposition can be harder to copy for competitors.
The implementation of a particular customer service proposition must consider several elements of the organization
ref: agency management system, insurance crm, insurance software, wikipedia
Friday, January 11, 2008
Customer Service - CRM
CRM Software Functions we are talking here. Agency Management System ( AMS ) include Customer Relatinship Management. We talked Sales Force Automation, Lead Capcture, Lead Distribution in our past post.
Today we are going to talk Customer Service.
Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase.
According to Turban et al, 2002 “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation”
Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product".
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
ref: Agency Management System, wikipedia
Today we are going to talk Customer Service.
Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase.
According to Turban et al, 2002 “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation”
Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product".
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
ref: Agency Management System, wikipedia
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