Category Archives: Customer Experience
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 … Continue reading
Being Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and More)
This may start out to sound like a rant, but it isn’t. It’s simply the set up for the customer service lesson to be learned. I’m at an airport, working my way through the security line for about fifteen minutes. … Continue reading
Details Matter, Customers Need to Know and Care about Them
In the past I’ve written that you should find out what you do differently than your competition and exploit it. When I work with clients on what makes them different, we usually look at the big opportunities. However, sometimes it’s … Continue reading
Creative Problem Solving Can Lead to Amazing Customer Service
The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story. First, some background. It’s obvious we’re in a tough economy, but somehow there are businesses that … Continue reading
Do You Know the Power of Your Customers?
Back in the 1990’s the White House Office of Consumer Affairs commissioned a study on customer service. One of the interesting statistics revealed was that an unhappy customer might tell twenty or more people about the problem they had with … Continue reading
How to Receive Customer Service
So, you want great customer service? You want to be treated with respect. You want your complaint resolved. You just want what is right – a good customer service experience. For this short article let’s take a different approach. Rather … Continue reading
High Customer Satisfaction Scores Do Not Mean Increased Revenue
Over the years I’ve written that to create customer loyalty, you must focus on two things: customer service and creating confidence. The combination of those two gives you a shot at creating customer loyalty.
Technology and Social Media Combine to Enhance the Customer Experience
Most people think that the use of Twitter and Facebook for customer service is about monitoring the comments that customers make about a company’s products. If there are negative comments posted, the company responds. To take it a step further, … Continue reading
Customer Service Could Help Banks Reduce Consumer Anxiety Over Fees
First, a reminder: This is customer service week. Are you doing anything special to “celebrate” this week? To get a few ideas I wrote a top ten list in a recent article. Go to http://bit.ly/n5J5Uy. Recent headlines in the business … Continue reading
Upgrade Your Words to Improve Your Customer Service Experience
Warning: The words you use to communicate with your customer can destroy the customer service experience.
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