Archive for good customer service
Managing the Customer Experience is Good Business
Customer Experience Management is Good Business When we consider customer service and it’s basic premise, it really comes down to the fact that it’s just the right thing to do. If people pay me money for something, I can’t imagine a scenario where it wouldn’t be the right thing to be appreciative and deliver the [...]
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 [...]
Are Core Values Important in Customer Experience Management?
Just a quick note on the importance of core values in regards to managing the customer experience and improving customer service. A colleague of mine was talking about the difficulty he was having with different departments in his company. He mentioned that he felt that most departments weren’t quite clear how they fit into the [...]
The Impact of Teamwork in Customer Experience Management
In your ideal customer centric culture, consider how are your teams and staff working together. They hand off the task with all of the necessary information for the next link in the chain. They cover each other’s responsibilities when necessary. They integrate the customer into the team feeling by letting them know that everyone in [...]
Don’t Get Disconnected from Your Customer’s Experience
80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is an example of perception disconnect. If you are a smart business leader, you will pay more attention to the perception of the customer since it is their buying behavior that drives your profitability. But why [...]
Communicate with Your Customers to Perfect the Project Plan
Customer experience management often comes down to accountability. In order to be accountable, communication and visibility for your customers seem to be critical factors. Lay out a clear plan for the project. By having a clear project plan, the specifics are transparent for everyone and the expectations are laid out for everyone involved. Each participant [...]
Want to Improve Your Customer Experience? Say It Like You Mean It!
I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s Office. This’s Elaine. Mayep you?” No, those were not typos, that was exactly how she sounded. Besides the fact that I couldn’t really understand her words, she had the enthusiasm of someone who had just [...]
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 [...]
