Category Archives: Customer Service
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
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.
Ten Customer and Employee Focused Ideas for National Customer Service Week
Every year, the first week of October is National Customer Service Week. Are you doing anything special? Here are ten customer and employee focused ideas (and there are a lot more) that you can do during this very important week.
Steve Jobs Knew It Was All About the Customer
It’s been about a month since Steve Jobs announced that he was stepping down as CEO of Apple. People weren’t surprised. He has been battling his health for a long time. Jobs is an amazing man. He understands business, technology, … Continue reading
Get Creative with Titles and Company Terminology
Customer service and the customer experience are driven by the culture inside an organization. I’ve seen some very interesting culture defining statements and job titles that include colorful, edgy and even very clever phrases. However, vocabulary and job titles won’t … Continue reading
Customer Preference
How do your customers prefer to do business with you? Customer service isn’t just about reacting to what the customer wants. Anticipating a customer’s needs is as important as reacting. Knowing and understanding your customer’s preferences before they buy allows … Continue reading
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
When Does Customer Service Start and Stop
Recently a question was posed to me, “When does customer service start and stop?” The question was focused on the customer transaction, which I like to call a customer interaction. However, I’m going to take a more philosophical approach to … Continue reading
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