Unless one puts in the effort of being beside their customers they can never receive helpful word of mouth. In times of crisis if employees want to protect the company's reputation, they should instil a customer service culture, then empower staffs for making decisions, and perform properly in case of a problem. In times of crisis a briefing should be done to the frontline staffs about the crisis, which is a part of the crisis communication plan. This approach helps protecting one's reputation. Words of support from the directly affected people provides opportunity to enhance one's reputation further. There is no formula for gaining goodwill and loads of satisfied tweets and Facebook posts from customers. Frontline staffs as brand ambassadors and crisis communicators and hard work only pleases customers and satisfies them. Read more at:http://managementhelp.org/blogs/crisis-management/2010/12/13/crisis-management-customer-service/ 

Associations are always searching for approaches to help their clients. Better administration, modified items, and value certifications are simply a few ways that associations attempt to guarantee client dependability. For administration and information suppliers, be that as it may, it is not generally simple to give included esteem past the administration or information gave. The guarantee of more information and better perceive help guarantee client fulfilment by giving them the tools they have to addition included experiences. Non-profit, educational, and government organizations are illustrations of commercial ventures that have posted demographics or other explanatory information online for open utilization. This means associations create provisions that are inserted inside their answers that could be given as an administration to clients. This right to gain entrance to investigation assists furnish clients with more extensive experiences into their records, clients, patterns, reporting needs, and so on. Generally, associations incorporate these additional reporting or dismemberment capacities as an additional to the organizations or information successfully gave. To read more visit: http://midsizeinsider.com/en-us/article/using-embedded-analytics-enhanced-customer-experie#.U5_Dw_mSxvM 

There are three modes of services available for customers, namely e-mail, live chat, and phone. Each of them has their own positives and negatives. E-mails are cheapest,\ and extremely useful for connecting globally. If solutions are not required immediately this can be the best platform with clear and written solutions, which are transferable. Customers do not have to deal with foreign accents or “on hold” waiting. Customers feel their importance and in this way a number of customers can be handled simultaneously. On the other side phone calls are better for people who want immediate support and are less technological forward. They get the solutions immediately and feel that their business is being appreciated. A helpful voice can calm and assure customers. Internet connection is not required. The type of medium selected depends on the type of client one faces. Usually sue to the fact that there can be multiple types of customers providing different forms of consumer support mediums is usually the best solution. Read more at:http://ezinearticles.com/?Email,-Phone-Or-Live-Chat-Support---How-to-Best-Serve-Your-Customers&id=3518663

It will take several years for banks to implement the necessary changes to become customer-centric. They need to assess their operations, identify what needs to change, and then implement the changes and the systems to support them. After the 2008 crisis, customers have eschewed “too big to fail” institutions in favor of local banks. Customers realize they have multiple banking options, often selecting different institutions for different services. A customer with a credit card from a multinational may keep savings and checking accounts locally. Attracted by competitive interest rates, the same customer may apply for a loan or mortgage with a regional bank – or even an online institution.To increase their share of wallet with customers, banks must address three fundamental areas: organization, processes and technology. However, once they crack the code on how to deliver a better experience to customers, they will position themselves to seize phenomenal opportunities to engage with customers. Ultimately, that translates to higher revenues. To know more on why banks should embrace a customer-centric model go to:

http://www.banktech.com/business-intelligence/banks-must-embrace-a-customer-centric-mo/240166955 .

Customer satisfaction is an important necessity for any organization to retain customers. Few basic rules of customer service includes firstly, integrity, the service provider should be honest and commit to the mistakes and also communicate ideas to correct such follies and such mistakes in future. Secondly, there is response time. It is essential that the customer service provider is able to explain the mistakes of the company through one to one communication or through e-mails in case of large customer circle in an effective way. Thirdly, there is realistic expectation. It is necessary that the consumers are satisfied with company's promises and delivery to retain customers in the long run. Thus, under promise and over deliver is the best policy. Fourthly we have respect. For customer satisfaction it is very important to respect and appreciate them and uphold their point of view. Hence these basic rules should be followed by any business house. Read more at :http://managementhelp.org/blogs/customer-service/2010/04/12/customer-service-basics/  

Recently, Tibco made an announcement to acquire Jaspersoft for some $185 million and D&B announced that it has acquired small analytics startup Indicee. This shows that companies in order to be more focused and remain valuable to customers, it is very important to provide more value through insights from big data. Please go through the link for more details: http://www.forbes.com/sites/benkepes/2014/04/30/suddenly-everyone-wants-to-be-in-cloud-analytics/

The way technology is making a progress and competition is becoming tougher with increased uncertainty, big data and analytics tools have become important to your company. There is another matter that is also important - your customers. So, which will you give more importance? Your analytics tools or your customers? It is of no doubt that big data and analytics tools will give you hidden information that is not visible easily, by sifting through customer data. But, you have to remember one thing - analytics tools have no brains. It will never ever answer 'why' - well, that is the biggest answer for your business. The reason - analytics tools never understand your customers!

To attract customers to your shop, or to your website, you have to build an experience within them. Your marketing communication strategies will form that experience and reshape them. You have to address questions like what your customers want and why they want - in short, you have to understand their behavior. So, to excel in business, it is more important to understand your customers, not analytics tools.

How to understand your customers' behavior? Read them at: http://thenextweb.com/entrepreneur/2014/05/21/beyond-analytics-understanding-humans-scaling-business/ .

Social media - one of the most sought after tool for marketers to increase their business. Using social media, you may probably think to broadcast your products, post updates to social networking sites and introduce promotions. But, that is not the whole thing.

Every action carries a strategy. It is true in this case also. Unless and until you give updates about your products, customers will not get it. You have to build a community like situation and not just concentrate on sales. You have to create relationships using social media and along with that build a value, which is really important. Social media is giving rise to a concept called co – creation, which is much like a give and take policy. You create value for your customers through interactions, sharing experiences, etc. and they provide value to you in the form of feedbacks, contributions to your community and growing your network.

So, what are the guidelines that you will follow so that social media can be truly made to work for your business? Read them at http://timesofsandiego.com/opinion/2014/05/16/make-social-media-truly-work-business/ .