Just a quick note on a blog post I ran across today….. A gentleman wrote a blog post about loyalty marketing. He had an anecdote regarding a car rental tweet that earned the loyalty of a new customer. “Chris Brogan, one of the social media mavens that I thoroughly respect and actually like too, told [Read More]
November 13, 2009
Passing Judgment On Your Customers?
I just came across this article in the New York Times and literally could not believe it. In the article, Complaint Box – Hard Sell the author tells the story of the personal judgment that was made about her desire NOT to open a separate bank account in her name only upon her marriage. The [Read More]
November 13, 2009
Offer to Make Your Customer’s Load a Bit Lighter
Yesterday I had two great customer service experiences. Two completely different scenarios, but the same premise of providing excellent customer service in such a way that clearly increased my satisfaction with the experience. I have an iPhone which means that my cell service is through ATT. I have heard so many horror stories about the [Read More]
November 4, 2009
Improve Customer Satisfaction by Avoiding Jargon or Industry Terms
We’ve all done it. We’ve used acronyms and terms that are specific to our world. Be it financial, medical, industrial – we all have acronyms or terms that are commonly used in our daily operations that just don’t make sense to our customers. When we use these terms in conversations with our customers, their satisfaction [Read More]
November 3, 2009
Support Your Staff – Your Customer Satisfaction Depends on it!
Yesterday, I was shopping at one of my favorite department stores, Kohls. I frequently shop there because their selection is good, prices are reasonable, and the customer service is usually fine. However, yesterday was not a day on which their service was to their credit. I was standing in line to make a three item [Read More]