Category Archives: Customer Service
Six Strategies to Compete In Business
This article started out to be about how the little guy company can compete with a big company. Specifically, in a recent interview I was asked how a small local business can use customer service to compete when a large … Continue reading
Customer Service Recovery Can Show How Good You Are
Recently I had the pleasure of having lunch with Julia Carcamo (VP of Brand Marketing) and Jim White (VP of Guest Satisfaction) of Isle of Capri Casinos. We had a great discussion about customer service. They shared a true story … Continue reading
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
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
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
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
How Can You Achieve Customer Loyalty
Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction scores, which they think leads to loyalty. However, these scores may be misunderstood.
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
Product Failure Leads to Lack of Confidence, Leading to Customer Defection
Last week was a terrible week for people using the BlackBerry (by RIM) handheld smart phones. The company had an “outage” and millions of customers could not access their email for as long as three days. I started thinking about … Continue reading
Ten Ideas to Help You Obtain Customer Loyalty
What is customer loyalty? I asked a number of business people the simple question, “What is customer loyalty?” The answers were mostly similar. Most agree that customer loyalty means the customer will come back, again and again. However, what customer … Continue reading
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