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Customers are always right, and our customer service articles reinforce this principle. One author writes about the real meaning of customer service which aptly puts into concrete situations what it takes for businesses to give their customers the service that they deserve.Having used Google Places myself for my side job at a ski shop here in Reading, Pennsylvania, these changes are pretty exciting. For many small businesses - especially new ones like ours - the quickest way to get on the map and attract customers is through the Inter

Service and home-based businesses will benefit through the ability to define service areas, allowing customers to more accurately find businesses that serve them. Additionally, home-based businesses that don't want to make their home addresses public can hide them from the listing if they soIn select cities, the company is offering free photo shoots of the interior to supplement the exterior photos already on the Places pages of the business. While the company says a business owner could do this themselves, the Google photographers will come with panoramic and fish-eye lenses to photograph the business, something the business owner may not hav

Finally, the company is taking advantage of QR code technology, giving Places pages users the opportunity to print out their own QR code to post in their windows (here, try the ski shop's on the right). A customer can scan this, which then would take them to a mobile version of the Places web page.The company had started to use these in a "Favorite Places" campaign it launched last December to 100,000 of the most searched for businesses nationwide on Google : it has now expanded that to an additional 50,000 businesses on top of offering the service to all who choose

Predicting Customer Behavior-Stretch people's thinking and provide new perspectives as to where customer service excellence strategies have headed and what you might add to your strategies to stay at the competitive edge. This is an advanced strategy but it is where customer service excellence is going. Think about it and adapt it to your current level of customer service eThis is a simple yet strategic formula for predicting customer behavior: Hindsight plus Insight equals ForesightHindsight is the information gathered from a well thought out Customer Satisfaction Index. Why did people buy a certain product or go to a specific resort, invest in a particular property, etc? What did they like about the experience? Would they return, buy again or refer someone? Basically, these are very valuable hindsight questions.

In other words, traditionally, a group of customers would have been identified as most likely to buy a certain product and with a reasonable data base, and with astute sales people, and multiple channels of advertising, a certain number to products or room nights or services would be sold.In the new paradigm companies need to know what are your customers going to need or want that will keep THEM competitive and be loyal to you. This moves customer service to the very sophisticated side of customer service excellence - insight, predicting customer behavior.

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