Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.
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Employee and Customer Training Thwart JetBlue Disaster: Another Customer Service Comment
This may not actually be a customer service issue, but what happened with JetBlue does fall under customer perception and it will be interesting to watch how they handle this incident. And, it ties to training – the way JetBlue trains their people in crises situations and also a concept I’ve written about in the past, customer training. This is where customers are trained by the company to best use their products and services.
Yesterday a JetBlue flight going to Las Vegas met with potential disaster. However, because of some excellent training and common sense, by both the crew and the passengers, disaster was avoided. Read More »
Words You Use, and the Way You Say Them, Set the Tone of the Customer Experience
The W Hotel in Times Square (New York, NY) is one of my favorite hotels. The customer service, ambiance, and energy are just a few of the reasons I love this hotel. On my most recent stay they did something worth mentioning. Within a few minutes of checking in I received an email from Raina-Rose Fernandes, the Director of Whatever/Whenever. By the way, those are the type of very cool titles employees get at W Hotel. In her short email she welcomed me and made the following offer: Read More »
Los Angeles Angels Customer Service Debacle Teaches Important Customer Service Lesson
Regardless of how good your product is, if you don’t back it up with a strong customer service experience, your customers, when given the opportunity to buy from someone else, probably will.
But what if you’re the only game in town? Literally. Read More »
Caring is Key to Customer Loyalty
Did you ever wonder why a customer just stops doing business with you? Is it customer service (or the lack of it)? Did the customer move? Pass away? There are all kinds of studies that are available that will tell you why. They will give you the general reasons customers defect, which will help you strategize on how to prevent them from defecting. However, none of them will give you the answer you need for a specific customer. Read More »
Customer Service Strategy: Try to Be 100% Perfect (Which Is Impossible)
Here’s another customer service lesson from the airlines.
Earlier this month (February 14, 2012) the Transportation Department’s Bureau of Transportation Statistics reported that the airlines had their best December for on time arrivals in 17 years. Flights arrived on time, which means no later than 15 minutes of their published arrival time, 84.4% of the time, and only .08% of flights were canceled. Contrast that with the year’s prior statistics which were 72% of flights were on time and 3.7% were canceled. Big improvement. Read More »
Create a Customer Service Board of Directors
My last article discussed the idea of creating a “Customer Board of Directors” from your community of customers. This article focuses on creating a “Customer Service Board of Directors.” The difference between the two is the word “service.” The last article was more about engaging a community of your customers. This is about bringing in people from the inside of your company. That said, they are both about customer service. Another difference is that the members of the Customer Service Board may be from your company as well as from the outside. And, the people you ask to join from outside of your company may not necessarily be one of your customers. Read More »
Create a Customer Board of Directors
One of the seven customer service strategies covered in my latest book, “The Amazement Revolution,” focuses on creating a community of loyal customers. This strategy is often viewed as a marketing strategy, but I disagree. It is really a very customer focused strategy, with two approaches. One is to deliver a great customer service experience that converts a group of satisfied customers into a community of customer evangelists. The other is to create a community of customers that are willing to help you provide a better product and customer experience for all of your customers. Read More »
Watching and Listening to Customers Can Help You Deliver Exceptional Customer Service
My definition for delivering “amazing” customer service is to consistently be above average. At a minimum this is just a little above average. That’s what the best companies do. They are consistently above average. Note that word “consistently.” That’s the key. It needs to be all-of-the time to be amazing. The customer has to count on it – know it is going to happen. It becomes the expectation. Read More »
Denver Bronco’s Turn a Potential Customer Debacle into Fan Jubilation: A Customer Service Comment from Shep Hyken
First, this isn’t about football. But in short, here is the background.
Last week the Denver Broncos football team traded one of their most beloved players in the history of their franchise. Tim Tebow, the quarterback that helped the Broncos into the playoffs last year, was dealt to the New York Jets. To fill the void, the Broncos picked up Peyton Manning from the Indianapolis Colts.
I’m not going to get into the analysis of the trade. I’m going to cover this from the fan’s perspective. Read More »
Tags: customer service comment, Denver Bronco's, New York Jets, Tim Tebow
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