Does your PR start at the back of the queue? 8 ways you can win over customers while they wait for you.
How can you improve your business by giving 5 smiles to your customer from waiting to making a purchase?
Listen to David Maister's law of service explained and his 8 aspects of waiting which give clues to how we can win over our customers; which is really free and effective public relations.
Satisfaction = Perception - Expectation.
1. Unoccupied time feels longer than occupied time.
2. People want to get started.
3. Anxiety makes waits seem longer,
4. Uncertain waits are longer than known, finite waits.
5. Unexplained waits are longer than explained waits.
6. Unfair waits are longer than equitable waits.
7. The more valuable the service, the longer the customer will wait.
8. Solo waits feel longer than group waits.
Public relations is not just about media relations, it's about how we treat our customers. The reason for this is because people who deal with our companies now can share their experiences not just with the company but via their own social channels.
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Jim James is the Founder and Managing Director of the EASTWEST Public Relations Group. He recently returned to the UK after 25 years in Asia where he was an entrepreneur. Whilst running EASTWEST PR, he was the Vice-Chairman of the British Chamber of Commerce in China, he also he introduced Morgan sports cars to China, WAKE Drinks, founded the British Business Awards, The British Motorsport Festival, EO Beijing, and was the interim CEO of Lotus cars in China.
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