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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 … Continue reading

Posted in Articles, Customer Loyalty, Customer Relationships | Tagged , , | 1 Comment

Top Ten Customer Service Strategies for the New Year

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

Posted in Articles, Customer Service, Customer Service Strategies | Tagged , , | 10 Comments

Secret to Amazing Customer Service: Be Better than Average

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

Posted in Articles, Customer Expectations, Customer Service | Tagged , | 7 Comments

Customer Service Strategy: Ten Questions to Ask When Something Fails

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

Posted in Articles, Customer Loyalty, Customer Service | Tagged , , | 1 Comment

Customer Service Debrief Helps Us Learn from Mistakes and Successes

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.

Posted in Articles, Customer Service | Tagged , , | 1 Comment

Increase the Effectiveness of Your Customer Service Game

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

Posted in Articles, Customer Service | Tagged , , , , , , , | 2 Comments

Customer Service and Amazement Opportunities Are Everywhere

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

Posted in Amazing Experiences, Articles, Customer Experience, Customer Service | Tagged , , , , , | 3 Comments

Customer Service Tip from Lexus

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. 

Posted in Articles, Customer Feedback, Customer Satisfaction, Customer Service Tips | Tagged , , , | 1 Comment

Ten Customer Service Tips for Customer Loyalty Month

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

Posted in Amazement Revolution, Articles, Customer Service Tips | Tagged , , | 2 Comments

CUSTOMER SERVICE MAY NOT BE THE ANSWER

That is an interesting statement coming from a guy that lives, breathes and shares with the world ideas and strategies on customer service. Okay, maybe it is semantics. However, what do we really want with customer service? Is what we … Continue reading

Posted in Amazement Revolution, Articles, Customer Service | Tagged , , | 2 Comments