Win Customers Back by Delivering Excellent Customer Service

“We’ve had customers leave us because of a lower price, then return to us because of the better service we … Read MoreWin Customers Back by Delivering Excellent Customer Service

Poor Customer Service – Whose Fault is It?

Who is to Blame for Poor Customer Service – Management or the Staff Themselves? This was the question posed on … Read MorePoor Customer Service – Whose Fault is It?

5 Star Customer Service at the Apple Orchard

Small businesses have just as much to gain by superior customer service as large companies do. I was out today … Read More5 Star Customer Service at the Apple Orchard

Customer Satisfaction and Service Lessons Taught by my Hairdresser

As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about … Read MoreCustomer Satisfaction and Service Lessons Taught by my Hairdresser

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 … Read MoreAre Thank You Notes to Business Customers Silly?

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 … Read MoreDeliver Excellent Service Always-Value Add with Purchase Points

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 … Read MoreExcellent Customer Service is the Best Prescription

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 … Read MoreCongratulate Your Customers to Enhance the Relationship

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 … Read MoreImproving Customer Service Starts at the Top

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 … Read MoreThe Impact of Teamwork in Customer Experience Management

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 … Read MoreDon’t Get Disconnected from Your Customer’s Experience

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 … Read MoreWant to Improve Your Customer Experience? Say It Like You Mean It!

Customer Experience Management? Walk a Day in Your Staff’s Shoes

Customer experience management can be enhanced by walking a day in the shoes of your front line staff.  I’m not … Read MoreCustomer Experience Management? Walk a Day in Your Staff’s Shoes

Lasagne – Should You Pay for It If You Didn’t Order It?

Have you ever purposely put someone in a situation just to see how they handle themselves?  I did this yesterday, … Read MoreLasagne – Should You Pay for It If You Didn’t Order It?

Is Your Customer Experience Transformation Consistent?

Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having … Read MoreIs Your Customer Experience Transformation Consistent?