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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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
What do you do when your most influential advocate turns against you? Churches were the cornerstone platform on which the current administration rode to power. And, as per the last census, with 84% of the population professing Christianity, you must admire the genius behind the strategy. For example, Catholic and Presbyterian Church of East Africa
#churchesspeakout, #enoughisenough, #harambeeorsadaka, #religionvsstateinkenya, #safaricomcustomerservice, #Sholleicheappublicity, #stateofthenationaddress
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
Salespeople should say just enough to close the sale. Equally, to boost the customer experience, those in service should respond to customer queries with just the information sought. This is so, especially when it’s a direct query that could be a potential sale. Such is what an effective response to customer enquiries entails. For instance,
#customerinquirysample, #howbesttorespondtoinquiry, #howtohandlecustomerenquiries, #respondtocustomerenquiriessample, #respondwithspeedtocustomerenquiry
Today I wish to share sales (or lack thereof) experiences, from a customer’s viewpoint. This is in the hope that business owners will take heed how to stop losing customers. Unless of course you want to debate the disadvantages of losing customers. No? OK. Here is a customer’s perspective on reasons why your business could
Informal sellers, such as street vendors (hawkers), small market traders, and independent resellers, often employ practical techniques to simplify and accelerate sales. These lessons can be valuable for formal businesses and sales professionals looking to streamline their processes and enhance efficiency. Here are 3 more lessons in selling from roadside sellers. Personalization and relationship building:
Focus on customer needs and wants to close faster. Focus on why he wants a hole in the wall, not the drill he says he needs. This is what customer-focused selling is. In addition to this one trick, customer-focused selling is yet another trick to closing the sale faster. Taking a selling approach that focuses
#21stCcustomerneeds, #activelistening, #customerfocusedselling, #holeinthewall, #patiencewhenselling, #rationalvsemotionalselling, #sellingamortgage, #sellinganODfacility, #whydocustomersbuy
Remarkable, isn’t it? The sales lessons you can learn from street vendors. Remarkable because we don’t see them in the same light we do formal sellers, whom we call professional, organized. I’d already shared a similar post here, but an experience from last weekend informs this article. In fact, it informed not just sales, but