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Faisal Ahmed

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Customer Management Specialist, Anik Consulting

70 points

Bringing over 20 years of experience in Customer Management and Contact Center solutions. My expertise and continual successes have been gained based on working with numerous organizations, from mid-size to fortune 500, within Telecommunications, Finance, B2B and B2C Services, Marketing and Advertising.

Aug. 22, 2011

Faisal Ahmed and 3 other people answered this question

What are the quickest ways to damage a customer's loyalty?

A broad question Caty, and very good insights from Nick. Coming from the customer facing worlds of marketing/sales/service, the points mentioned are rather valid. Here's one more that tends to drive customers away faster than any marketing/pr/service efforts can possibly recover from --- launching a ... more

Customer Service

Customer Experience

Customer Loyalty

Aug. 21, 2011

Faisal Ahmed and 1 other person answered this question

Is customer service defined by a set of averages?

Specific to B2C companies (not necessarily so for B2B), the answer, unfortunately, is 'yes' Guy.....even the ones that tout a more progressive model of measuring customer satisfaction, loyalty and experience, beyond the traditional call center metrics. This will continue to be the case as long ... more

Customer Service

Aug. 1, 2011

Faisal Ahmed recommends this answer by Jeffrey J Kingman

Could Google+'s "Hangouts" be an effective tool for customer service?

Hi Caty,
We asked just this question on the weekly Twitter chat #custserv this past Tuesday night, prompted by Michael Dell asking his G+ followers if Dell Computers should launch a customer service and sales center in Google+ Hangouts.
While Michael's G+ stream filled with nearly 400 ... more

Customer Service

Customer Experience

May 28, 2011

Faisal Ahmed recommends this answer by Matt Heinz

Can a business remain viable if it doesn't employ social media for outreach?

One of our best clients doesn't use social media. Their best marketing channel is classified advertisements in the back of newspapers.
I realize that's about as opposite the current "Web 2.0" thinking as possible, but that's the point.
Know your customer. Know where they are, what they ... more

Information Technology

May 3, 2011

Faisal Ahmed recommends this answer by Ellen Bristol

Do You Train Your Sales and Customer Service Teams on both Product and Selling Techniques or Product

Sales people have ever greater challenges these days, both because of a weak economy and because their customers are more sophisticated. Buyers can get a ton of product knowledge on their own through electronic means; they don't really need their sales people to be walking ... more

Customer Service

Human Resources

May 3, 2011

Faisal Ahmed published a post

Social Media Bandwagon: Why Should We Listen In On Our Cutomers?

Customer Management

Customer Serivce

May 3, 2011

Faisal Ahmed is now following Frederic GILBERT and 2 other people

April 22, 2011

Faisal Ahmed recommends this answer by Barry Dalton

Are organizations making the same mistakes in implementing Social CRM as they did with CRM?

Simple answer - yes. Initial focus is on technology, deploying tools - disconnected, silo'd tools with no focus on social business/social crm strategy. I think even more so than "back in the day", there as been a pressure over the past 36 months for enterprises ... more

Customer Service

Customer Management

Feb. 15, 2011

Faisal Ahmed and 1 other person answered this question

How much should a small business expect to spend on a good CRM solution?

Hello Courtney,
Starting with the feature that tends to be one of the biggest bottlenecks when it comes to 'usage' of any CRM application - in this case, you have stated, "easy to use for a non-tech savvy person" ---- you should look at solutions that ... more

Customer Service

Jan. 12, 2011

Faisal Ahmed and 4 other people answered this question

Why does it seem like only the "newer" consumer companies deliver great customer experience?

Very accurate responses so far. One of additional factors that have kept the "older" firms behind the times is their lack of agility, in responding to changing customer expectations within a rapidly changing mix of customer interaction channels. This lack of agility is typically a ... more

Customer Service

Customer Experience

Nov. 12, 2010

Faisal Ahmed and 13 other people answered this question

What are customers looking for in service today?

Hi John,
This is a very broad question, which can be viewed from an interaction channel, or specific products and services perspective. I am sure that you will agree that the expectation of a customer will be different, based on a combination of factors:
1. The nature ... more

Customer Service

Customer Experience

Customer Satisfaction

Customer Service Best Practices

Nov. 9, 2010

Faisal Ahmed and 3 other people answered this question

What is the best way to start a 24-hr customer service function?

First of all, the answer is really dependent on your industry, customer base, company objectives and customer service functions…..I am sure you will hear this from many experts.
Having said that, here are a few key components to consider in the development of a 24x7 customer ... more

Customer Service

24 Hour Call Center

24 Hour Customer Service

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