Archive for improve customer service
Don’t Ruin Customer Service by Blaming Staff
What do you think when you do business with a place that blames it staff specifically when something goes wrong? Yes, we know someone messed up, but does that particular person need to be singled out? Here are my thoughts on that……… Please comment below and share yours…..
Loyal Customer Relationships – Do You Derail It Before You Even Start?
Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after the initial contact. Customer service is connecting the person with the product. It’s about making sure that clients know that we value their business, even if they have not yet had a business transaction with [...]
Customer Service Skills Make an Impact on Profits
Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference last weekend and found it interesting that so many business leaders and owners were a bit surprised to realize the financial impact that delivering excellent customer service can make in their business – either positively [...]
Customer Service, Core Values, and Leadership – Walk the Walk
Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched. I’m posting this not only to get your feedback, but also because it is the crux of several conversations I’ve had with clients this week. We’ve been improving customer service training and focusing on customer satisfaction. It [...]
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, [...]
What Can Your Business Learn From a Carpet Cleaner?
While I was having my morning coffee and watching the first few minutes of a talk show to start my day, there was a commercial for Modernistic Cleaning. Modernistic Cleaning is a Michigan based carpet, upholstery, and tile cleaning company. The thing that struck me about this particular commercial is that they featured the “Voice [...]
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 [...]
Improving Customer Service Starts at the Top
Improving customer service is something all companies and businesses say they focus on. But do they really? I find that many say they are doing this, yet few have a set plan on how to do it. You must set clear expectations for customer service To improve the customer service and satisfaction levels within a [...]
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 [...]
