Archive for Customer service
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 [...]
Hospitality Advice on Service – Do You Have Guests or Customers?
Hospitality dictates that customers are “Guests”in our business
We all strive to excel in customer experience management. Judging by my last post, there is a lot of interest involving the words that we use and the phrasing of our words when focusing on the customer experience. Words make up only 7% of our communication (body language [...]
Dear Employer, Your Staff Has a Wish List…..
Dear Employer,
It’s us… your staff. You’ve been talking a lot about serving our customers well and doing everything we can to retain their business based on service. You’ve told us that we can differentiate ourselves from our competitors through service. Our customer service skills can certainly be fine tuned to make our customers fall in [...]
Guest Blog Post – The Customer Centric Leader
Guest Blogger – Jennifer V. Miller
Many companies aspire to customer service greatness, but few achieve it. Why? One reason is that it’s not part of the company’s culture. Oh, sure, it’s on banners in the break room and the company hired that fun inspirational speaker for “Customer Service Week.” But it’s not [...]
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 [...]
Customer Survey? Check. Now what?
Guest post by: Barry Dalton
Customer Satisfaction: a measure of how products and services supplied by a company meet or surpass customer expectations.
Survey: a method for collecting quantitative or qualitative information about items in a population
Ok, so now that we’ve got the basic definitions established, at least according to Wikipedia. Mash up these definitions and [...]
Fix Your Competitors’ Mistakes and You’ll Earn Their Customers
I was just reading a blog post on the subject of recent health and fitness club closures. The blog stated that most of the time, if the health club had a surety bond, the members would receive a refund for the unused portion of their membership term. If the club did not have a surety [...]
Keep the CRM Techonology Personal for Highest Customer Loyalty
I recently did a podcast with Blake Landau from Customer Management IQ. The topic was CRM software in call centers.
The conversation really focused on the fact that many CRM software programs are very effective at managing the technical aspects of how customers do business with us. The programs have improved customer satisfaction levels for many [...]
Would Your Business Thrive if You Only Served 70% of Your Customers?
A recent article in the Associate Press stated that the IRS is aiming to only serve 7 out of 10 of it’s customers by phone. So, for the unfortunate 30% of people calling in with questions, they will never receive the help they are looking for.
The IRS states that they have simplified the web site [...]
