By J. Lynch
This publication breaks new floor on patron care. Drawing at the author's foreign adventure and study, it offers new insights into supporting shoppers make the simplest use in their time whilst facing YOUR business enterprise. suggestions is given on 'time shaping' for maximum buyer delight. severe time care components for industries as assorted as banks, airways, lodges, supermarkets, are outlined including many find out how to scouse borrow a march on opponents by means of this innovative and sensible method of shopper care.
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Additional resources for The Psychology of Customer Care: A Revolutionary Approach
Having 'consumed' the service New Thinking About New Customers 23 customers become disenchanted at having to continue to pay off their loan. The decision in 1990 by Lloyds and Barclays banks to impose an annual charge on credit cards resulted in a total of 1 million customers cutting up their cards. This was because many of the million felt that they were being 'punished' for settling their accounts by the due date, thus not incurring interest charges. At a stroke the banks sent a confusing psychological message to their most creditworthy Customers, implying that the bank would prefer them to be in debt.
Slowly but surely, customers are beginning to realise that the cost of peripherals are rising and the money is coming from one source the customer. Another shadow on this arena is what might be called the 'Prince and Pauper syndrome' of 'rewards' which are subject to space availability. This has recently been experienced by passengers of United States airlines who accumulated vouchers for 'free flights' based on the number of miles they had flown paying full fare. First Class and Business Class passengers accumulated free flight entitlements swiftly, but found that when they cashed them in with some airlines they were on a stand-by basis and treated accordingly.
There is a limit to the amount of free alcohol anyone can drink on a flight. Besides, health conscious customers will have read of its adverse effects resulting in dehydration as well as intoxication. In an age of growing ethical awareness, does the TV set awarded for forty business flights belong to the air-weary employee or the company who paid for all those tickets? When the business traveller goes on holiday with his three noisy children do you let the family use the club lounge and disturb hard-working executives, or do you let him suffer in the air terminal and risk losing his custom.