Archive for customer satisfaction
Poor Customer Service – Whose Fault is It?
Who is to Blame for Poor Customer Service – Management or the Staff Themselves? This was the question posed on a Customer Experience Management discussion forum board. While on the surface I can see that this question can be answered both ways, it really comes down to one party’s responsibility – the management. Management sets [...]
5 Star Customer Service at the Apple Orchard
Small businesses have just as much to gain by superior customer service as large companies do. I was out today with my three children finishing up some last minute school supply shopping (yes, I am that mom). We took a route home that would take us by the Schwallier’s Apple Orchard where our family makes [...]
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 [...]
Service Can Overcome Unrelated Customer Complaints
This week I’ve been traveling with my family across the midwest to the East Coast. Along the way, we’ve been staying at Hampton Inn every evening because we like the price, the consistency of quality, friendliness of staff, and the great continental breakfasts. Any hotel chain that can provide a breakfast spread that delights each [...]
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 [...]
Trying to be Nice CAN Cause Distress
I gave a presentation on communication last week and had an interesting conversation regarding the use of words when we are trying to be helpful. We had already covered the basics of body language being 55% of the communication model, tone of voice being 38%, and the words we use accounting for 7% of our [...]
Deliver Excellent Service Always-Value Add with Purchase Points
The ability to make each customer feel as if they are the most important customer – this is the experience customers crave. Everyone knows they are not your only customer, but if they felt that they were important to you when they last did business with your company, they will return to you. If you [...]
Excellent Customer Service is the Best Prescription
I love being a mom more than anything else in the whole world, even chocolate. But, one of the things I dread as a mom is getting that phone call from school informing me that one of my children has “Pinkeye.” So, last Tuesday, I picked up my daughter from school and headed to the [...]
Congratulate Your Customers to Enhance the Relationship
Enhancing the customer experience sometimes has nothing to do with the product or service that you provide. Customer experience management is all about focusing on that customer and the way they do business. Customer satisfaction dramatically increases when you reach out to your customers for something relevant to them and their business. It’s about building [...]
