Hospitality dictates that customers are “Guests”in our business We all strive to excel in customer experience management. Judging by my last post, there is a lot of interest involving the words that we use and the phrasing of our words when focusing on the customer experience. Words make up only 7% of our communication (body [Read More]
February 22, 2010
Would You Like to Improve the Customer Experience?
Customer experience management comes down to positively enhancing the feelings that the customer has when they do business with us. The simple way we phrase things can make a big impact on the feeling that the customer has during our interactions. I’d like to share with you a brief two minute video I made explaining [Read More]
February 19, 2010
Improve Customer Service by Holding Staff Accountable
Dear Manager, Managing the customer experience and my ability to improve the customer service I deliver will now be my main focus in the upcoming year. My supervisor just gave me my annual performance evaluation and I noticed that 50% of the review focused on customer service and a customer centric culture. At most companies, [Read More]
February 18, 2010
Customer Experience Management – Practice What You Preach
Dear Employer – Customer Experience Management has been a hot topic around our company lately. You have been giving us many motivational talks about it, but there is something that would really help us out – leading by example. You serve as a role model to us. If you disregard the customers, focus only on [Read More]
February 10, 2010
Should Tiger Woods Contact Toyota to Win Back Sponsors?
Unless you’ve been living under a rock, you are most likely more than aware of the trials that Toyota has had recently in regard to their gas pedals. It has gotten so bad that they have stopped production of affected vehicles, had dealers in a “Stop Sell” mode, and have suffered financial losses as a [Read More]
February 9, 2010
Set the Expectation for Quality Customer Service
Dear Manager, In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do. How do you want us to act? Is there a specific way that we should greet our customers? [Read More]
February 3, 2010
Dear Employer, Your Staff Has a Wish List…..
Dear Employer, It’s us… your staff. You’ve been talking a lot about serving our customers well and doing everything we can to retain their business based on service. You’ve told us that we can differentiate ourselves from our competitors through service. Our customer service skills can certainly be fine tuned to make our customers fall [Read More]