by SP Singh | Dec 1, 2024 | Customer Relationship Management, Local Government
There was a time when community engagement meant sitting across from real people, hearing their voices, and understanding their concerns face-to-face. Councils relied on traditional methods like community meetings and public forums, paper-based surveys and...
by SP Singh | Nov 25, 2024 | Customer Relationship Management, Local Government
Ratepayers are the cornerstone of a Local Government’s existence; without them, the Council’s purpose would be questioned. They are the centre of the Local Government universe, yet we often overlook the critical focus on customer experience. Typically,...
by SP Singh | May 13, 2023 | Customer Relationship Management
The customer lifecycle consists of five stages: awareness, engagement, conversion, retention, and loyalty. It is likely that at some point a few of our consumers may discontinue the partnership. Sometimes, it is unavoidable, so, rather than resisting, it is much...
by SP Singh | May 9, 2023 | Customer Relationship Management
Relationships are like delicate dances, and to waltz with others successfully, we must first grasp their wants, expectations, and pain points. We develop trust and rapport when we show up for people and provide a listening ear.This is true not only in human...
by SP Singh | May 8, 2023 | Customer Relationship Management
Have you ever come across a product or service that is so average it’s forgettable? We’ve all encountered these types of offerings – they’re not terrible, but they’re not great either. Well, here’s the thing: if we want to be...
by SP Singh | May 7, 2023 | Customer Relationship Management
As a business, we may assume that our customers expect us to deliver great products/services as quickly and cost-effectively as possible. However, this assumption may not be entirely accurate. There are different customer segments have varying priorities and...
by SP Singh | Apr 27, 2023 | Customer Relationship Management
As a business, we may offer many channels for our customers to reach us. From phone calls to emails, SMS to website forms, mobile apps to in-store visits, and even interactions with our warehouse and partner websites/platforms, the possibilities are endless. However,...
by SP Singh | Apr 24, 2023 | Customer Relationship Management
We mistake a brand for a logo, artwork, colour palettes, and other marketing gimmicks. But a brand is much more than that – it’s a symbol that represents an organisation. And more importantly, it represents the people who stand behind that organisation....
by SP Singh | Apr 23, 2023 | Customer Relationship Management
Consider the scenario where you provide a service to a customer only once in their lifetime. Should you still maintain an ongoing relationship with them? This is a common question for businesses like funeral planners, wedding planners, and first-home builders. They...
by SP Singh | Apr 22, 2023 | Customer Relationship Management
Retaining existing customers is a more cost-effective strategy than acquiring new ones. This applies to both B2B and B2C environments. However, it is not always easy to retain customers, as their needs and preferences change over time. As customers age, their...
