Customer Engagement Archives - i-Generation - Business Advisory | Consulting | Coaching | Training | Marketing | For Accountants and Professional Services Firms https://igeneration.com.au/category/customer-engagement/ Strategy | Education | Implementation | Outcomes Thu, 29 Nov 2018 00:29:09 +0000 en-US hourly 1 Customer Engagement Archives - i-Generation - Business Advisory | Consulting | Coaching | Training | Marketing | For Accountants and Professional Services Firms false Customer Engagement Archives - i-Generation - Business Advisory | Consulting | Coaching | Training | Marketing | For Accountants and Professional Services Firms podcast Customer Engagement Archives - i-Generation - Business Advisory | Consulting | Coaching | Training | Marketing | For Accountants and Professional Services Firms https://igeneration.com.au/wp-content/plugins/powerpress/rss_default.jpg https://igeneration.com.au/category/customer-engagement/ Client Portals in the Cloud https://igeneration.com.au/client-portals-in-the-cloud/?utm_source=rss&utm_medium=rss&utm_campaign=client-portals-in-the-cloud Thu, 24 Sep 2015 02:38:45 +0000 http://www.igeneration.com.au/?p=1382 Client Portals in the Cloud With technology changing at an ever increasing rate and new capabilities becoming available almost daily, it's time to revisit or visit for the first time client portal technology and what it might be able to do for your professional services firm. I've been spending quite a bit of time in

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]]> 3 Secrets to Breakthrough Customer Service https://igeneration.com.au/3-secrets-breakthrough-customer-service/?utm_source=rss&utm_medium=rss&utm_campaign=3-secrets-breakthrough-customer-service Mon, 24 Feb 2014 00:24:19 +0000 http://www.igeneration.com.au/?p=1129 3 Secrets to Breakthrough Customer Service I'll cut right to the chase! Three of the best secrets to breakthrough customer service in my experience are these: Acknowledgement Attention Action Acknowledgement Customers want to be acknowledged as being important to your business. You've heard it before, "you don't have a business without customers" and "your customers

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]]> Focus on your CUSTOMER this year – The ‘R’ https://igeneration.com.au/focus-on-your-customer-this-year-the-r/?utm_source=rss&utm_medium=rss&utm_campaign=focus-on-your-customer-this-year-the-r Mon, 14 Mar 2011 06:05:26 +0000 http://www.igeneration.com.au/?p=672 R – Review (requires change / innovation) or repeat the activity (and tweak where necessary by monitoring)! Delivering on customer expectations is not a one off exercise. Things change continuously and unless you’re monitoring how well you are delivering on your customer expectations, you run a very real danger of losing touch and ending up

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]]> Focus on your CUSTOMER this year – The ‘E’ https://igeneration.com.au/focus-on-your-customer-this-year-the-e/?utm_source=rss&utm_medium=rss&utm_campaign=focus-on-your-customer-this-year-the-e Mon, 07 Mar 2011 05:58:26 +0000 http://www.igeneration.com.au/?p=668 E – Empower your team to deliver on expectations and then some! If your team needs to check with you for every little thing, you’re in trouble! Either you don’t trust them or you’re a control freak! Either way, it’s not good for business. Empowerment is not just a matter of saying, “Do whatever it

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]]> Focus on your CUSTOMER this year – The ‘M’ https://igeneration.com.au/focus-on-your-customer-this-year-the-m/?utm_source=rss&utm_medium=rss&utm_campaign=focus-on-your-customer-this-year-the-m Mon, 28 Feb 2011 05:46:46 +0000 http://www.igeneration.com.au/?p=664 M – Measuring the impact of your service delivery or as Jan Carlzon, author of a book by the same title would say, “Moments of Truth”. How does your customer feel when they have dealt with you, your team, your process, and your products?  Some fantastic metrics to consider when measuring your overall customer experience

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]]> Focus on your CUSTOMER this year – The ‘O’ https://igeneration.com.au/focus-on-your-c-u-s-t-o-m-e-r-this-year-the-o/?utm_source=rss&utm_medium=rss&utm_campaign=focus-on-your-c-u-s-t-o-m-e-r-this-year-the-o Mon, 21 Feb 2011 05:35:11 +0000 http://www.igeneration.com.au/?p=655 O – Observing the interaction of your customers and your team will yield some very interesting and important insights on how to best structure your customer service experience and environment. Do they browse? Do they ask a lot of questions? Do they know what they are looking for? Do they buy there and then? Do

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