Category Archives: Articles
Customer Service Strategy: Provide Membership
Here is another lesson from The Amazement Revolution. It focuses on the first customer service strategy in the book, which is about providing a “membership” experience. The concept behind membership has nothing to do with calling your customers “members,” although there … Continue reading
Treating Customers Right Starts by Treating Employees Right
Herb Kelleher and Southwest Airlines Proves It One of the seven strategies in “The Amazement Revolution” is Walk the Walk. That means that you don’t say one thing and do something else. You are genuine and what you see is … Continue reading
Through the Eyes of Your Customers
You may have watched the CBS hit TV show “Undercover Boss.” If you aren’t familiar with the show, each week the cameras follow around a corporate executive who goes “undercover” to participate in various jobs. They get a first hand … Continue reading
Show Up
Woody Allen said, “80% of success is just showing up.” When it comes to customer service, I would agree. And it is any part of the leftover 20% that makes the difference between the good experience and the exceptional experience. … Continue reading
Don’t Just Customize – Personalize Your Promotions
Customizing your marketing and sales promotions may fall under sales or marketing, but I think it also belongs in service. Anytime you can increase value and make the buying experience better for a customer, you are delivering a better level … Continue reading
Customer Service Lessons My Parents Taught Me
As a child from the time I could write, whenever I received a nice gift, Mom would say, “Write a thank you note.” That simple request was really more than simply writing a note. It was my parents’ philosophy about … Continue reading
Customer Convenience Is Important to Resolving Customer Service Problems
As I travel around the world I connect to the Internet and email with my Verizon “Air Card.” I pay a fee each month for the convenience of being able to connect from virtually anywhere, unless I can’t get a … Continue reading
Online Customer Service
The online customer experience is every bit as important as the in-person experience. Your website must deliver, or at least convey, the feeling of customer service. STELLAService understands the importance of online customer service and may be the first and … Continue reading
Ten MORE Reasons to Deliver Amazing Customer Service
In the last issue of The Shepard Letter I shared a list of ten compelling reasons to deliver an amazing customer service strategy. (If you missed it go to: http://tinyurl.com/article-137. ) Some of our readers took the time to share … Continue reading
Ten Compelling Reasons to Deliver an Amazing Customer Service Experience
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create … Continue reading
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