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In This Issue |
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Letter from the Editor |
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New Research on the Impact of Social Media and Online Recommendations |
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Swiss Re's HR Team Delivers Award Winning Service in North & South America |
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Are You an Effective E-Mail Reader? Eight Rules for Reading and Responding to E-Mails |
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New Research on Wellbeing: How to Enjoy Each Day and Get More Out of Life |
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About Us |
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Communico helps organizations build and sustain exceptional service cultures. With our MAGIC system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.
Download a free chapter of our book, How to Talk to Customers, and learn more at www.howtotalktocustomers.com |
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Letter from the Editor
In whom do you trust? I find that the organizations I trust gain my attention, my business and my respect. Apparently, I am not alone. Recent research shows that trust has become more important to a company’s reputation than the quality of their products. And in the majority of cases, when a customer decides not to buy, the primary reason is lack of trust.*
It makes sense to me. When I trust an organization, I feel confident they’ll keep their promises, have my best interests at heart and consistently do the right thing. I feel an emotional connection with them, so I tend to buy more, recommend them to others and not even think about buying from anyone else. Trust builds and sustains relationships.
We may not realize it, but every interaction is an opportunity to build trust and fortify a relationship. How? Here are just a few ways:
- Really listen to understand a customer’s concern and why it is important
- Express empathy and show you care
- Demonstrate competence and dependability
- Model integrity and honor your commitments
- Do more than expected
- Treat employees with care and respect; the way you want them to treat customers
- Show appreciation
- Keep an ongoing dialogue with customers, using clear user-friendly language
- Think of the customer relationship first—act in their best interest
People are searching for relationships with companies they can trust. We’re tired of unrealistic claims, broken promises and disappointing results. So, here is my challenge to you:
Implement at least three new ways to build trust with your customers next month.
I guarantee that the trustworthiness you exhibit in these difficult times will not only be worth the effort, but also long remembered and appreciated.
*2010 Edelman Trust Barometer
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| New Research on the Impact of Social Media and Online Recommendations
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| Marketing is no longer in a company's control. With social media, customers can speak their minds and say how they really feel about your products and services. How much can a negative comment hurt? Read on to see the latest research on the impact of social media on a company's business and reputation. |
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| Swiss Re's HR Team Delivers Award-Winning Service in North & South America
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| The Human Resources Contact Line at Swiss Re treats their callers to top-of-the line service. With their commitment to excellence, they have created a culture that delivers results. Learn their key to success and how they keep the spirit alive after training. |
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| Are You an Effective E-Mail Reader? Eight Rules for Reading and Responding to E-Mails
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| Is e-mail making us lazy, unprofessional and discourteous? We see lots of tips for creating good e-mails, but what are our responsibilities as recipient readers? Read on to learn the eight questions every e-mail reader must ask to write a complete response that gets noticed and delivers results. |
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| New Research on Wellbeing: How to Enjoy Each Day and Get More Out of Life
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| Given all the changes over the last few years, perhaps it's time to take stock. There is now a way to literally measure "how you're doing," thanks to Gallup Inc.'s new research and book, "Well Being: The Five Essential Elements." Discover the five essential elements of wellbeing and what's needed to turn a good life into a great life. |
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