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Customer acquisition is a process of identifying, approaching and developing new customer relationships. It is important that new relationships formed are acquired from the right type of customer, in order to ensure a sustainable future.

Acquiring customers is one of the most important factors in the success of a business. The importance of acquisition not only lies in the volume of customers acquired, but the profitability and value that the customer will bring.

Adopting a strategic approach is advised when it comes to acquiring customers. Determining what type of customer best suits the business needs, enables you to target customers which will be profitable and add value to the organisation. (continue reading…)

You: Hi, Sir / Ma’am welcome to “your store name”, is there something I can help you with today?

This straight forward question is effective and to the point. I believe that asking a question about how you can help begins showing that you are placing their needs before your own, which is extremely important.

Customer: Sure, I’m looking for some flowers for my wife. She’s been a little under the weather.
Customer communicates their needs to you.

You: I’d be glad to help you make your wife feel better. My name is Joseph. May I have your name?
You communicate that you understand their needs. It may be good to phrase this in the form of a benefit. It is OK to tell them your name and get theirs. (continue reading…)

According to WIKIPEDA, “Interpersonal skills refer to mental and communicative algorithms applied during social communications and interactions in order to reach certain effects or results”.

Interpersonal skills which are also called as social skills or human skills refer to the ability of a person to get along well with other members in a group. It can also be defined as the skills involved in understanding the relations between the people. It is treated as the first and foremost skill of the soft skills. All animals and human beings always move in groups and it is the human beings who are blessed with the ability to talk, reason and memorizes many things. Since man can not live alone as he needs security, he has strong inherent motive to talk with fellow human beings. And it is through IS he builds relationships with other human beings and finds himself safe, secure and more comfortable. To put it in a nut shell, the objective of IS are to communicate effectively so as to build relationships amongst the people. (continue reading…)

This article describes 4 benefits, which an organization would obtain, if it would implement an effective customer relation management strategy.

1. Your organization increases profit. According to several books, articles and professors – it costs five times as much to gain a new customer than to retain a current customer. If your organization is able to increase its level of customer retention by only 1 %, it makes a 5 % increase direct on bottom-line. Business studies tell that the longer the company keeps a customer, the more money it will make in the long run. This is due to the fact, that customers always spent a little money in a new business relationship, and a lot more – when the business deals are running smoothly.

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Customers of every kind of business imaginable these days bemoan the state of customer service. While the global economy and the Internet have given businesses the opportunity to serve more clients than ever before, the trend has also given way to impersonal, lackluster customer service. It’s unfortunate that most businesses today don’t realize that they are regularly losing valuable customers if they don’t focus on providing an exceptional customer service experience.

In most businesses, once a customer begins dealing with the customer service department, he or she is already in a negative mindset. The best customer service representatives aren’t those that simply neutralize the problem. Outstanding customer service representatives take a negative and turn it into a positive that ensures the customer is not only happy, but is convinced he or she has had an outstanding experience – the Wow Factor – that he would not have gotten with any other company. (continue reading…)