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]
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]
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]
Small business owners are more aware today than ever that the success of their business lies largely in the level of customer service that their staff delivers. How Do We Hire for Customer Service Excellence? Okay, so let’s first spend a little talking about what NOT to do. These are four of the most common [Read More]
Is your customer service so bad that it drives customers to your competitors? Is your customer service so good that you receive new customers weekly simply because of your service reputation? Are you curious as to why your customers are leaving? If I were to contact the last 100 people that left your business to [Read More]
Every industry or field of business has it’s own jargon, we all know that. But do your customers speak it or even understand you when you speak with them? We hit a milestone at our house yesterday… our first broken bones. My 11 year old son was fooling around as boys do and slipped and [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]
Since you’ve been reading my posts for quite a while, you’ll most likely remember that one of the things that we talk about often is how well you treat your teams. Treat your internal teams as well as you’d like them to treat your paying customers, if not even better. Now, there are many examples [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]
