Transforming the Customer Experience
Improving The Customer Experience Through Excellent Service & Training
How many small businesses still remember or still operate on the phrase – If you build it, they will come? This phrase is a sure fire customer service improvement downfall and profit killer. Those days are long gone. Studies show that customer engagement is key and that customers are much more aware and conscious of [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]
So, what to do with that letter complimenting that good customer service? Who doesn’t like to receive a compliment? You’ll be hard pressed to find a person in the world that truly doesn’t like to receive a compliment. How many people actually take the time to send a compliment letter or email? The answer to [Read More]
The unhappy customer who is complaining We’ve all had them. Some yell, some cause a scene, some silently simmer. Believe it or not, it is a very good thing to have a customer that is unhappy because you have the opportunity to regain their trust and even turn them into one of your most loyal [Read More]
“Skin in the Game” is necessary to ensure that your team is working to deliver the best Customer Experience possible. Lisa Ford, a renowned speaker and trainer in the field of Customer Service, Satisfaction, and Loyalty shared her method of keeping your team accountable for working in the best interest of your customer during a [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]
Not Be Customer Centric? Focusing on Customers a Problem? I came across an article today that made me think at first that the author was way off base. Then, after reading it, I found that I could not agree with him more. The article, Customer-Centricity Is Not the Solution, It’s the Problem by Sampson Lee, [Read More]
Customer Satisfaction – How Much Are You Willing to Do? This has been the hottest 12 months in recorded history. As some of you have been letting me know, your sales are either the best or the worst these past 12 months in your recorded history. I’ve been suggesting a way to determine how in [Read More]
I’ve been saying since Day One that customer loyalty is built on trust. Think about it, any relationship requires trust in order to be successful and sustainable. Trust is expected and needs to be earned by both parties. This is true in both personal and business relationships. There is an article posted today in Fast [Read More]
Reaching out to your customers is hands down the best way to build customer loyalty and satisfaction. They will even fall in love with you over it. Now, this is a story of how an organization has engaged one if it’s customers, but isn’t your typical customer or organization. My 8 year old daughter recently [Read More]
