We hope that some ideas and practical cases help you improve your products and services. Such concentrated information promotes more deeply analysis of consumer behaviour.
1. What consumer wants? Joseph Pine
Let me start our journey from the principles of understanding what customer is. Joseph Pine is a writer and consultant to entrepreneurs and executives. He’s co-author of the books Authenticity, and The Experience Economy, which argues that consumers seek out memorable “experiences” when they buy goods and services.
2. Want to help someone? Ernesto Sirolli. Shut up and listen!
Ernesto Sirolli has spent about 30 years helping people find the resources they need to start businesses and make them thrive. He and the people he’s trained to have been instrumental in launching more than 40,000 enterprises in 250 communities and 25 countries. Curiosity, commitment, and the willingness to spend time in some of the most remote locations on earth have given him unusual insight into what successful entrepreneurs do well. Above all, he advises business leaders to shut up and listen.
How can we use it in helpdesk? Sometimes, instead a creating new killing feature, it is better to listen your customers and barely implement it.
3. The customer revolution in a customer service. David Bequette
The objective of this talk is to inform the audience about the importance of customer service through a brief history of both Armenian customs and those of western countries. He explains the effect of the evolution of customer service on service quality, and then draws conclusions based on comparisons regarding the varying level of importance of customer service in different countries.
4. Customer service. Frank Eliason
Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more.
So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all-time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage.
5. Hostmanship: The art of making people feel welcome. Jan Gunnarsson
Jan Gunnarsson is an international author and speaker who inspires people to cultivate a caring, inclusive and welcoming mindset and behavior. He has written eight books and done over 1,700 presentations on Hostmanship – The Art of Making People Feel Welcome. Jan has 25+ years of experience from the Hospitality industry, working as CEO and Director for a host of companies.
But don’t be afraid. If you compare hotel visitors and website visitors, you will find some common mistakes and poor parts of the communication process. Another word, it helps you catch useful insights in customer care activities.
If you want some more, please follow our article: Top 9 Powerful Books On Customer Service