Top Tips on Creating Fandom

04/12/2009

Forward Ladies were shown how to keep their customers.

We were delighted to have Cheryl Black, Customer Service Director for O2 UK to come and have lunch with us in Leeds. We were treated to a talk on getting your customers to love your products and tips on turning them from into fans.

Cheryl has 15 years experience in senior roles in the utilities and telecommunication sectors, developing and implementing customer relations strategies. She spoke about how O2 looked at their business and saw that customers’ needed to determine the organisation's direction. Cheryl  set about exceeding their expectations and turning them into fans.

Cheryl spoke about the challenges of getting customers to connect with a ‘faceless’ organisation, but training call centre staff to interact with customers on a personal level was key. This sort of personal touch for small and medium enterprises shouldn’t be such a barrier but is vital in keeping customers interested and, most importantly, coming back.

Etta Cohen of Forward Ladies said “We are delighted to have someone of Cheryl’s’ skills and knowledge come and talk to the ladies. I know we have all taken on her tips and I am hoping to turn our members into fans!”

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For more information on O2 visit www.o2.co.uk