Archive for Customer Experience Management
Customer Service Skills Make an Impact on Profits
Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference last weekend and found it interesting that so many business leaders and owners were a bit surprised to realize the financial impact that delivering excellent customer service can make in their business – either positively [...]
What Responsiblity Does the Customer Have in Service?
Are customers responsible for the service they receive? Unless you’ve been living in a literal cave for the past few days, you’ve all heard about Steven Slater. He’s the Jet Blue airline attendant who blew his stack when a passenger “allegedly” deliberately hit his head with her oversized bag as he was trying to help [...]
Customer Service, Core Values, and Leadership – Walk the Walk
Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched. I’m posting this not only to get your feedback, but also because it is the crux of several conversations I’ve had with clients this week. We’ve been improving customer service training and focusing on customer satisfaction. It [...]
Improving Customer Service – The Three Most Important Things
I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary into the extraordinary. During our conversation, he gave me his answer that many of my clients and small business owners ask regarding trying to improve the customer experience through service. KE: What are three things [...]
EVERYTHING Counts in Customer Satisfaction
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 [...]
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 [...]
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 – [...]
How to Make Your Customers WANT to Give You Money
I’m thrilled to present a guest blog post from one of my favorite sites www.FlyingPigCommunications.com and speaks directly to the experience we all desire to create for our customers. by Laura Petrolino In these tough economic times, it may seem like a false hope to create an environment where your customers not only freely pay [...]
Are Thank You Notes to Business Customers Silly?
Last weekend, I ran a 5K and it was very apparent that I needed new running shoes. Being that I’m not an expert runner (except in my own mind), I usually go to a department store, try on a few shoes, and buy a pair at a reasonable price. This time, I took the advice [...]
Top Ten List to Improve Customer Service and Satisfaction
Dear Customer Service Leader: It’s us, your staff. You’ve been talking to us lately about how we should focus on improving customer service with our company. So, in order to do that, we’ve compiled a list of things that we need from you to help us deliver excellent customer service. OUR TOP 10 WISH LIST [...]
