What Do Customer Satisfaction and Expectations Have in Common?
“Why are customers impatient and upset when I’m trying to do what I can for them?” It’s all about setting the customer expectation. When you do it right, it leads to a better experience for them and...
View ArticleStraight Talk on Customer Service from Larry Winget
Call It Customer Service, Customer Satisfaction, or Customer Loyalty. We’ve all just made it too complicated according to Larry Winget. A while ago, I had the opportunity and privilege to speak with...
View ArticleLisa Ford Puts Some “Skin in the Game” for the Customer Experience
“Skin in the Game” is necessary to ensure that your team is working to deliver the best Customer Experience possible. Lisa Ford, a renowned speaker and trainer in the field of Customer Service,...
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What to do With That Complimentary Letter for Good Customer Service
So, what to do with that letter complimenting that good customer service? High Five Who doesn’t like to receive a compliment? You’ll be hard pressed to find a person in the world that truly doesn’t...
View ArticleA Lesson In Customer Service… A Tale of One City
I just came across an article that highlights what can, and hopefully should, happen when you start responding to what your customers really want. In League City, the municipality started fixing the...
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Customer Complaints – What NOT to Do and How to Handle them properly to...
Companies and businesses make mistakes. That’s fine. Customers expect them from time to time. Customers are actually much more patient than we give them credit for when a mistake is made. They...
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Improve Customer Service – Asking Questions Is Crucial in the Customer...
Asking Questions Pays Off in Customer Satisfaction Improving customer service and the customer service experience is something that both small businesses and large companies are always trying to do....
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Relationship Marketing Improves the Customer Experience and Profits
Relationships are the Key to Customer Loyalty and Satisfaction It’s all about the relationship. Your product and service don’t really factor into the decision making process of your potential...
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The Last Impression Counts Just as Much as the First… If Not More
The Last Impression Leaves an Indelible Feeling In the customer experience field, we all pay a lot of attention to the first impression we make with customers. “You Never Get a Second Chance to Make...
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Hampton Inn Personally Reaches Out to Customer Reviews to Strengthen Customer...
Small Gestures Build Customer Intimacy Hampton Inn Reaches Out Personally I noticed today on the the TripAdvisor Site that there were some reviews for the Hampton Inn in Manhattan/Times Square in New...
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Who Is Your Biggest Competitor? It’s Not Who You Think…
Customer Service Scorecard When working with companies that are focused on getting new customers, I always ask them who their biggest competitor is. As expected, I typically hear the names of their...
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Amazon Delights Customers with Sunday Delivery
Amazon Delights Customers with Sunday Delivery Online retailers have always used Amazon as the standard to strive for when competing for customer loyalty and satisfaction. But now, the renowned online...
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Customer Service Question -Does Your Business Have a Pulse or a Wire?
Where’s the customer service these days? Improving customer service and the customer experience is more important now more than ever. And the best part is – it’s SIMPLE. Keep in mind, simple doesn’t...
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Google “Gets” the Customer Experience Through Service
Google “Gets” Customer Service I’m sure that Google is under impressed with my internet skills. I’ll start right off by saying that I am certainly no “techie” and that any errors that you find on this...
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Measuring the Results of Customer Experience Efforts
How Can I Tell if Our Efforts to Improve the Customer Experience are Working? I'm asked this question repeatedly by business leaders. They understand that the customer experience is more important...
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How to Drive Customers Right Into the Arms of Your Competition
A Bad Customer Experience Drives Consumers Right to Your Competition Many studies suggest that a lot of customers are non-confrontational and won’t address a complaint with a manger of a business....
View ArticleExcellent Customer Service is PROACTIVELY Connecting the Dots
One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers....
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Niceness Makes ALL the Difference in Reducing Patient Angst
Patient Satisfaction Starts with the Heart Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to...
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How Customer Emotions Can Build or Break Your Profitability
The emotions of your customers drive your profitability and customer loyalty. We may be hesitant to acknowledge because we all know that relationships (even business relationships) are based on...
View Article10 Things Your Customers Secretly Wish You Knew!
Delighted and loyal customers… we all want them. We all want them to spend their money with us. But there are a few things that your customers want you to know. Once you understand these points,...
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