Customer service is determined by the giver. Customer experience is defined by the receiver. Be clear of this difference if you are a business owner, and choose wisely. We shall use examples from Kenya’s current governance (popularized as Ukasongo) to illustrate the difference and importance of customer service and customer experience. As MP Ndindi Nyoro
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Party with purpose. Celebrate. This is the fourth activity you should engage in for successful selling in December. Closing, collecting and confirming may define your December’s productivity, but celebration shapes its spirit. This is the month to nurture relationships that will fuel your sales pipeline in the new year. You can do this by appreciating
A sale is initiated and then deepened. That doesn’t make it linear but cyclical. It’s two sides of the same coin (sale?). So quit blaming your colleague. Mind your side of the sale, instead. You are both serving the customer. Sales people initiate the customer relationship. Only they can. Customer service and technical staff deepen
If you are not connecting with the buyer, chances are that sale is going nowhere. Just like, until you connect with the gal you are interested in, that ‘sale’ is a non-starter. “Create rapport with the buyer,” you’ve often been told. The problem is, most sellers think of this as a one-off activity to be
Your customer can say, “I do poorly with email. I prefer messages on WhatsApp.” He can afford to say that. You can’t. Your customer can say, “I rarely check my mails. I prefer calling.” She can afford to say that. You can’t. If you think you can, try telling this to your customer. “I didn’t
‘Oti’ was on a roll. He had closed all three sales that morning. Naturally of high energy and speed you can therefore imagine how pumped he was as he engaged the fourth one that afternoon. I, his sales manager, watched as he pitched at what he later described as “speaking at 160kph”. His prospect, a
If you are of a certain age, you are familiar with the song, Living Next Door to Alice by Smokie. For the uninitiated, the chorus explains the song: “Twenty-four years just waitin’ for a chance, to tell her how I feel and maybe get a second glance, now I’ve gotta get used to not living
Are you losing sales because of how you treat your employees? This is the Customer Service Week 2024 theme – elevate employee experience for customer experience success. Employee experience is customer experience. For example, If institutions, like employers, civic bodies and the Judiciary were employees, is the Executive iron-fistedly dragging them kicking and screaming into
Customer Service Week 2024 comes up from 7th October. As business owners and sales professionals prepare to engage with customers, here are three Customer Service Week quotes to keep in mind during, and especially outside the week. “You are serving a customer, not a life sentence. Learn how to enjoy your work.” Sales and customer
Some products take longer to sell than others. They have a long sales cycle. Understand yours and work on mitigating this inevitability. Today, we look at some of the ways how to sell slow movingproducts. But first, why the discrepancy in the length of sales cycle? Typically, it’s because of the emotional investment the purchase