The other day my husband and I were driving down the street and we passed a local oil & lube shop. I made the comment that I like that place because they always have cute sayings on their marquee to get people to come and do business with them. The funniest was one they had [Read More]
July 27, 2010
Customer Service Impacting Stock Performance?
Deliver excellent customer service and experiences, watch your stock value rise! Finance has historically been a bit removed from the overall focus on Customer Experience Management, improving customer service, and the customer retention rates. The bottom line and stock performance have been exact measurable benchmarks that they can report to the shareholders and management. Lately, [Read More]
July 23, 2010
Treat Customers Like a Movie Star
It’s a rainy day here in Michigan, so I thought I’d surprise my kids and take them to see Ramona and Beezus. While trying to check the show times, clicking on the link to the movie theater brought me to a page that was under construction. Because I’ve become dependent upon the internet, we no [Read More]
July 15, 2010
Customer Satisfaction and Service Lessons Taught by my Hairdresser
As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about customer satisfaction,customer service skills, and training. She really makes it a wonderful customer experience. I realized why I’ve stayed with the same hair stylist for more than 7 years…… I ALWAYS leave with a smile [Read More]
July 12, 2010
3 Ways to Distinguish Yourself from Your Competitors
In today’s world, everyone is fighting for customers. Your competitors are trying to lure your customers away and you should be trying to attract their customers as well. But how can you set yourself apart from the competition and retain your customers? There are three ways to distinguish yourself from your competitors – Price – [Read More]
July 7, 2010
Service Can Overcome Unrelated Customer Complaints
This week I’ve been traveling with my family across the midwest to the East Coast. Along the way, we’ve been staying at Hampton Inn every evening because we like the price, the consistency of quality, friendliness of staff, and the great continental breakfasts. Any hotel chain that can provide a breakfast spread that delights each [Read More]