Aki Kalliatakis is the Managing Partner of The Leadership LaunchPad, a business focused on customer loyalty and radical marketing. Contact him on +27 (0)83 379 3466, +27 (0)11 640-3958 or . Follow @akikalliatakis on Twitter.
Aki Kalliatakis is the Managing Partner of The Leadership LaunchPad, a business focused on customer loyalty and radical marketing. Although original academic training was in psychology, Aki is also studying for an MBA through Henley Management College, (University of Reading, UK,) and is now focused on assisting corporations to improve their customer management and CRM strategies.
He has approximately 28 years of consulting experience assisting companies to implement customized service and loyalty strategies, and is often invited to talk to various groups, and conduct seminars, workshops and training courses for his clients. Contact him on +27 (0)83 379 3466, +27 (0)11 640-3958 or .
[Aki Kalliatakis] The single most-cited source of frustration for customers is delays and long queues. Your company needs to take this seriously because when customers are kept waiting patience turns to frustration very quickly - and they then start looking for other things that have gone wrong.
[Aki Kalliatakis] Unethical trading practices are fast coming to the end of their shelf-life thanks to advances in consumer networking - unfortunately some of 'the usual suspects' have yet to wise up and risk a backlash from exploited customers.
[Aki Kalliatakis] If your bank manager has never given you a hug, or if the waiters at your neighbourhood coffee shop has never recited poetry to you, you are among millions of consumers who feel unloved by the retailers and service providers who proclaim how much they value their customers but never get round to sharing the love... not even on Valentine's Day.
[Aki Kalliatakis] 'Hiking boots' could feature high on the Christmas list of walkabout consumers this year as price hikes and sky-high petrol prices get them trudging round stores in a quest for bargains rather than little luxuries.
[Aki Kalliatakis] Consumers who have never had it so bad are presenting service-led businesses with an unprecedented opportunity to stand out. Smart business simply has to offer respite from a perfect storm of rising prices, strikes, violence and failures of leadership.
[Aki Kalliatakis] Anecdotal evidence suggests customer service has been 'broken' by the big business players. The good news is that small businesses are showing them how to fix it. Here is my sweet and sour view on the state of customer service at the end of 2012...
You've hit the nail on the head! Some other questions...
Why don't ad agencies take their fees in the form of a profit share of additional sales as a result of their work?
Why don't ad agencies give you a money-back guarantee if their efforts fail to increase sales?
What do you most commonly see in the lobby of most ad agencies? (Hint: it's not letters from clients heaping praise on them, but more like awards that have been given to them by... yes, you guessed it, other ad agencies!)
I say you're better off spending the money on doing the stuff that makes your customers and propspects feel special enough to talk about you with their friends. After all, (all together now,) THE BEST FORM OF ADVERSTISING IS, AND ALWAYS WILL BE WORD OF MOUTH!
Aki Kalliatakis Managing Partner, The Leadership LaunchPad Customer Management Company