Category Archives: Customer Service Experience
Create a Customer Board of Directors
One of the seven customer service strategies covered in my latest book, “The Amazement Revolution,” focuses on creating a community of loyal customers. This strategy is often viewed as a marketing strategy, but I disagree. It is really a very … 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
Customer Service Systems Start with People
Companies care very much about the system that supports their customer service. This is typically an automated process or software program that helps companies deliver their customer service experience. For example, CRM software (customer relationship management) can help a company … 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
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.
Manage Customer Experience through Small Details It was just a small thing that most people wouldn’t notice, but it was a detail worth noting in the quest for outstanding service. I’ll try and paint you a verbal picture of the … Continue reading
Ten Compelling Reasons to Deliver anAmazing Customer Service ExperienceI 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 … Continue reading
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