Archive for Customer service
Improving Customer Service – The Three Most Important Things
I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary into the extraordinary. During our conversation, he gave me his answer that many of my clients and small business owners ask regarding trying to improve the customer experience through service. KE: What are three things [...]
Customer Service Impacting Stock Performance?
Deliver excellent customer service and experiences, watch your stock value rise! Finance has historically been a bit removed from the overall focus on Customer Experience Management, improving customer service, and the customer retention rates. The bottom line and stock performance have been exact measurable benchmarks that they can report to the shareholders and management. Lately, [...]
Treat Customers Like a Movie Star
It’s a rainy day here in Michigan, so I thought I’d surprise my kids and take them to see Ramona and Beezus. While trying to check the show times, clicking on the link to the movie theater brought me to a page that was under construction. Because I’ve become dependent upon the internet, we no [...]
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 [...]
Practice Some Charity to Your Staff Today
We all like to indulge a bit from time to time. Why not indulge your teams and staff today? Give everyone a day off, an hour off, or buy them lunch when they don’t expect it. Take everyone out to the movies or an event. The point is to make everyone feel special. Yes, it [...]
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 [...]
Overlooking Your Best Customers? Pay Attention to Them, or Someone Else Will!
Identify your top clients and best customers. When I work with clients, I often contact their top 25% revenue producing customers and the lowest 25% revenue producing customers. I do this because I want to speak to those customers directly and find out what they like the least and the best about doing business with [...]
Top Ten List to Improve Customer Service and Satisfaction
Dear Customer Service Leader: It’s us, your staff. You’ve been talking to us lately about how we should focus on improving customer service with our company. So, in order to do that, we’ve compiled a list of things that we need from you to help us deliver excellent customer service. OUR TOP 10 WISH LIST [...]
Let Your Customers Drive Your Business Plan
Chris Voss, a Social Media Consultant, posted the following video on his blog and I wanted to be sure to pass it along. It goes over many of the things that we’ve discussed here regarding letting your customers help you shape your business model. Enjoy!
Enough about Me, let’s talk about Me
by Kevin Stirtz Several times a year I get a CD from a well-known PR consultant. She is a very aggressive and consistent promoter of her business. She has done a good job making herself well-known in her niche. But, when I listen to her CD I often resist her message. Not because of its [...]
