Tag Archives: customer experience
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
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.
Target’s Customer Service Debacle Over Popular Designer Missoni
Retail chain Target had an interesting week. They launched a special designer collection from Missoni, who typically sells in upscale boutiques and retail fashion stores. The response was, at a minimum, amazing.
“I’ll have the usual.” Customer Consistency Leads to Loyalty
Customer loyalty can be developed because of three basic areas: 1. Customer service – This is about how well you deliver the product or service that you sell. 2. Confidence – This comes from the customer knowing what to expect … 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
Up-Service Your Customer
You may have heard of the phrase “up-sell” as it refers to selling a customer an upgrade, more of something, etc. I’ve written that in certain situations, an up-sell is important to the overall experience of the customer. If whatever … Continue reading
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