Comments on: Customer or client?

By: Zocchi Explains Polyhedral Dice « mim & dave

Zocchi Explains Polyhedral Dice « mim & dave — Wed, 24 Feb 2010 17:49:19 +0000

[...] You don’t often see his sort of Barnumesque, homegrown salesmanship any more, and when you do, it’s usually not done well. He’s not just after a commission, but a customer (and ultimately an advocate). [...]

By: Becky Carroll

Becky Carroll — Fri, 07 Dec 2007 16:40:27 +0000

Gilda, your comments give a very good perspective. Retailers, are you listening? One cannot assume a customer is ready to move to the next “level” of relationship just by changing what you call them. And using those terms without really backing it up by other actions is indeed insincere, only paying lip service to customer centricity.

If this was a company where you had an excellent relationship and had strong customer loyalty, would it change how you feel about being called “client” or “guest”?

By: Gilda

Gilda — Fri, 07 Dec 2007 16:33:57 +0000

I can’t stand it when folks at the bank, retail store, etc. start calling me a “client” or a “guest”. To me it smacks of a marketing ploy rather than any sincere desire to serve me.

In fact, I find it insulting – like I won’t recognize marketing manipulation and will overlook cruddy merchandise or indifferent service or high prices just because I’m so thrilled that the clerk at the local MegaMart calls me a “guest”.

Signed,
A Customer and Proud of It

By: Customer or Client, Which is Better?

Customer or Client, Which is Better? — Mon, 05 Nov 2007 21:58:28 +0000

[...] Becky asks, “What do you think: customer vs client? Or do you have a better word? What would you prefer to be called by a company with which you do business?” [...]

By: CustServ: Customer Relations: The New Competitive Edge

CustServ: Customer Relations: The New Competitive Edge — Fri, 26 Oct 2007 07:27:06 +0000

[...] b2b, transaction Customer or Client? 25 Oct 2007 Becky Carroll of Customers Rock! posed this question two weeks ago (but since CustServ was down for about 10 days, I was not able to join the [...]

By: Becky Carroll

Becky Carroll — Thu, 18 Oct 2007 21:27:48 +0000

Karin, thank you for the Dutch perspective! Keeping it simple is key to this as well, and using the word client shouldn’t upset anyone.

Lewis, I appreciate your thoughts on this one. Client does seem to imply a longer relationship, but perhaps for only some types of businesses?

Doug M, I agree that there isn’t really any right or wrong on this one. How about seeing what the “customer” wants to be called?

Doug H, thanks for sharing your post on this topic; it is a good one!

Doug F (wow, I have never had this many Doug’s comment!), glad you decided to chime in. Thank you for the compliments! I love and completely agree with your statement: “In the long run what’s more important is to move them from being a customer or a client to becoming an advocate.” Delivering an experience that rocks is indeed key. You rock, Doug!

By: A dorfunteca » Quick News Flagged Articles

A dorfunteca » Quick News Flagged Articles — Tue, 16 Oct 2007 12:51:59 +0000

[...] Customers Rock!: Customer or client? http://customersrock.wordpress.com/2007/10/11/customer-or-client/ [...]

By: Doug Fleener

Doug Fleener — Mon, 15 Oct 2007 12:06:00 +0000

HI Becky,
As they say on the radio….”long time reader, first time poster here.” Love the blog and your thoughts on making the customer’s experience rock.

I’ll agree with the other comments that I’ve always approached it as a client is someone who buys advice or services, and a customer is someone that purchases a product. Then again Peter Drucker said, “That the purpose of a business is to create and keep a customer.”

In the long run what’s more important is to move them from being a customer or a client to becoming an advocate. Clients and customers do business – advocates create business. And what’s the best way to create an advocate? That’s easy……deliver an experience that rocks!

Forget customer service, it’s all about the experience.

Doug Fleener

By: Doug

Doug — Sat, 13 Oct 2007 03:09:43 +0000

Becky,

I wrote a post about this a while back. Here were my thoughts on the subject:
http://www.serviceuntitled.com/client-vs-customer/2007/05/07/

By: Doug Meacham

Doug Meacham — Fri, 12 Oct 2007 19:41:37 +0000

Hi Becky,

Lewis’ take on the issue works well when the “client” is a business, but when you get in to B2C, there isn’t an real right or wrong. Ask anyone who performs personal services (lawyer, hairdresser, etc. but clearly B2C) they they will typically refer to customers as “clients”.

In retail, plenty of customers ask for advice (how does this look on me, what size TV should I buy), but they are typically not referred to as “clients”.