Transforming the Customer Experience
Improving The Customer Experience Through Excellent Service & Training
We Were Good at Dating, But Terrible at the Marriage Part. They Left Us For Someone Else. No, this isn’t part of a marriage counseling session or a relationship reality show, but it is the reality that many of you face. The really scary part is that many of you may not even realize that [Read More]
I walked into a local nail salon today and realized that they didn’t know a thing about giving good customer service or providing a great customer service experience. My intention was to purchase a gift certificate for a client of mine for her birthday. When I walked in, there were four nail techs working on [Read More]
Your goal is to set your small business apart from the competition. If you’ve been a reader of this blog for any length of time, you know that I’m going to say it’s all about the customer service experience you deliver. Here’s a lesson I recently gave on how to do just that. I recently [Read More]
Last night as I waited for my daughter at dance class, I joined a group of other moms that were waiting. One was lamenting about how unhappy she was with two of her coworkers. Apparently, it had been a really rough day… “They just stir the pot and make it such a negative environment. There are only [Read More]
Connecting with customers is essential to customer loyalty and satisfaction. It takes a special company, and a special representative, to really make that connection one that makes the news and touches hearts. Luka is a little boy at the age of 7, but is the customer in this case. He saved up all of his [Read More]
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 a First Impression” – We all know this saying and drum it into the minds of our teams. But – what about the last impression? This really [Read More]
Disregard the title on your business card. That’s right, whatever title you currently have, disregard it. It doesn’t matter if you are the business owner or the entry level summer position. Your title on your card is irrelevant except for the fact that it details some of your functional responsibilities. Your true purpose within your [Read More]
Small Business Owners: Take Heed – Customer Service is All in the Mindset! I work with businesses both large and small and it is reinforced to me daily as to how much of the “Service Mentality” truly stems from the mindset each and every one of us chooses to display. Yes, you read that correctly…we [Read More]
Every industry or field of business has it’s own jargon, we all know that. But do your customers speak it or even understand you when you speak with them? We hit a milestone at our house yesterday… our first broken bones. My 11 year old son was fooling around as boys do and slipped and [Read More]
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 some of the leaders in the field of Customer Service, Satisfaction, and Loyalty. I’d like to share a key point from my discussion [Read More]
