Thursday, September 24, 2009

Problem Orientation Vs Solution Orientation

How do you react when a problem is put in front of you? Do you think of the problem or think about the solution?

Let me start with a short story about my recent experience with a customer service desk. Initially, I had a tough time to explain the problem and try to get hold of someone who could help me.

Thursday, March 19, 2009

Customer Loyalty... where does it come from?

(This is an article that I had written quite a while back, but it seems to be a good starting point to get the thoughts rolling for this blog. So here it is again...)

Customer Loyalty is also commonly referred to as ‘Customer Satisfaction’. However, these are two different aspects of Customer Relations. Customer Satisfaction helps you build Customer Loyalty. Customer Loyalty is an important part of all business strategies in the current marketplace. However, before we begin to build Customer Loyalty, we need to identify who is the customer for a business. The ‘customer’ is any person (internal or external to the company) who interacts with the company to purchase products or services from them.