Archive for customer satisfaction
Yawn… I can’t wait to stop helping these customers and leave this place.
Did this really just happen? People, when you are paid to speak to your customers on the phone, please don’t take total leave of your senses and treat us with complete lack of common courtesy. I think I may have just found a prospective new client in need of some training to improve their customer [...]
Ask Your Customers Why They are Leaving, Don’t Hold Them Hostage
Earlier today, I set about the daunting task of going through my emails and unsubscribing to those that I don’t find useful, relevant, or simply don’t have time for. I receive close to 135 emails daily, so I perform this task every few weeks.
Most of the emails are very easy to unsubscribe from. They have [...]
Making the Extra Effort Creates an Experience – Part 2
Managing the customer experience requires just a little effort and very little cost to make a big difference. It could even make someone’s day.
As mentioned in yesterday’s post, I attended a luncheon honoring the 50 Most Influential Women in West Michigan held at the JW Marriott in Grand Rapids, MI.
Now, all JW Marriott hotels are [...]
Making the Extra Effort Creates an Experience – Part 1
Making the mundane memorable is the key ingredient in customer experience management.
I had the good fortune to attend a luncheon today held by the Grand Rapids Business Journal honoring the 50 Most Influential Women in West Michigan. It was wonderful to see the efforts of so many women pay off and be recognized for their [...]
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 [...]
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, the statement [...]
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 the [...]
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? What are [...]
Who Comes First – the Physical Customer or the Phone Customer?
Suppose you were to walk into a dry-cleaner and the clerk is on the phone with another customer. You put your clothes on the counter and all visual cues about your stance and demeanor indicate that you are in a hurry. What would you want the clerk to do if you were the customer physically [...]
Good Customer Service Can Grow Your Business, Even in a Down Economy
When I’m first approached to coach a client or give a presentation on customer service, people often ask me what difference good customer service can make on their bottom line. I’m quick to point out that by delivering excellent customer service, they will likely start to see a higher return on investment by means of [...]
