Tag Archives: customer experience
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
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
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
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
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
Are You the Owner?
At many of my presentations, I’ll leave time at the end for the audience to brainstorm the ideas and take-aways they plan to implement as a result of what they heard in the speech. At a recent presentation for the … Continue reading
Connect with Shep