Transforming the Customer Experience
Improving The Customer Experience Through Excellent Service & Training
Small Gestures Build Customer Intimacy I noticed today on the the TripAdvisor Site that there were some reviews for the Hampton Inn in Manhattan/Times Square in New York. In the review section there were numerous extremely favorable responses and just a few non favorable reviews. What got my attention was not the reviews themselves, but [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]
It’s all about the relationship. Your product and service don’t really factor into the decision making process of your potential customer. Sure, they’ve decided that they need it, but past that point, it all comes down to the relationship that you are promising to deliver. Relationships Matter Think about your personal relationships. Don’t you spend [Read More]
Improving customer service and the customer service experience is something that both small businesses and large companies are always trying to do. The great thing is that the answer on how to do that comes from one source – your customers. Asking your customers questions about the way they do business with you will gain [Read More]
Companies and businesses make mistakes. That’s fine. Customers expect them from time to time. Customers are actually much more patient than we give them credit for when a mistake is made. They expect that we will work with them to fix it and life will go on as usual, if not better. What they don’t [Read More]
I just came across an article that highlights what can, and hopefully should, happen when you start responding to what your customers really want. In League City, the municipality started fixing the concrete sidewalks that so many of the residents had been complaining about for quite a while. This, in and of itself, is a [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]
“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]
“Why are customers impatient and upset when I’m trying to do what I can for them?” It’s all about setting the customer expectation. When you do it right, it leads to a better experience for them and makes life much easier for you. Here is a short video explaining how one orthodontic office did a [Read More]
