Category Archives: Articles
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 … Continue reading
1. Be better than average. Amazing companies don’t always deliver “Wow!” type experiences. No, they are just a little better than average – all of the time. All of the time is the secret. Anyone can be good or great … Continue reading
Your secret weapon is customer service. Wait! It’s not a secret anymore. Just about every company I do business with claims they deliver customer service. My experience as I look back over just the last year is that for many … Continue reading
The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal. At anytime there can … Continue reading
The letter comes and it is a complaint from an unhappy customer. The customer tells the story in clear detail. It’s obvious, we made a mistake. This had nothing to do with an employee’s indifferent attitude. We just messed up.
NOTE: This customer service article/blog post is a bit different. I had the wonderful opportunity to work on this article with Alyson Stone of Assistly, a customer service software company that helps companies create and deliver amazing service and support. … Continue reading
Customer service opportunities are everywhere, if you just pay attention. Observation is the key. Look and listen and you will pick up on opportunities to create customer amazement. Here are three great examples that happened within a span of just … Continue reading
Lexus has once again (for the fourteenth time since 1991) topped the JD Powers Customer Service Index survey. It is no surprise as they are known for a quality product and the stellar customer service they give to their customers.
Ten Customer Service Tips for Customer Loyalty Month Customer Loyalty Month is every April. Thinking about what I could write or suggest, I read something that is unbelievable. The American Customer Satisfaction Index (www.theacsi.org) just released their latest survey and … Continue reading