Archive for August, 2009
Customer Satisfaction is Your Fault or Your Glory
I was recently speaking with someone about the people in their organization and how to increase the drive to deliver excellent service. The discussion revolved around two main issues that are relevant in ANY organization – 1) Customer Service and Satisfaction is a trickle down effect starting with the CEO and management that is a [...]
Great Follow Up Example that Increased Customer Satisfaction
The other day, I ordered some nutritional supplements from a source that was recommended to me, Prograde Nutrition. I had never ordered from them before, but someone that I have a high respect for in the health field recommended them. Upon completing my order, I received the best follow up email I have ever received [...]
Are You Blocking Customers From Doing Business With You?
Are there obstacles in your organization that are preventing your customers from being satisfied? Case in point, Bob, a client of mine who is a small business owner, has his company mail delivered to a PO Box at the local Post Office. Because it is a PO Box, he is supposed to be able to [...]
Make the Ordinary Customer Experience Unforgettable!
How many weddings have you attended that follow roughly the same routine? The guests gather in the church or wedding hall, are seated, the music starts, the wedding party slowly progresses down the aisle, followed at last by the bride in the traditional bridal march set to traditional wedding music. The bride walking down the [...]
