Archive for customer satisfaction
Customer Experience Management? Walk a Day in Your Staff’s Shoes
Customer experience management can be enhanced by walking a day in the shoes of your front line staff. I’m not a fan of reality television, but there is one show that has recently caught my attention for a very good reason. Undercover Boss is a new show that takes the CEO’s of huge corporations and [...]
Lasagne – Should You Pay for It If You Didn’t Order It?
Have you ever purposely put someone in a situation just to see how they handle themselves? I did this yesterday, not to watch the poor girl sweat, but to see how well she had been trained to deliver good customer service. Yesterday I had lunch with a client at a local restaurant. It is a [...]
Is Your Customer Experience Transformation Consistent?
Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having an experience, good or bad, when they do business with you. When you are looking to transform the experience, the key is to look at every part of your business through the eyes of your [...]
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 [...]
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 [...]
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 [...]
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 made explaining [...]
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, [...]
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 [...]
