Improve Customer Satisfaction by Avoiding Jargon or Industry Terms

We’ve all done it.  We’ve used acronyms and terms that are specific to our world.  Be it financial, medical, industrial … Read MoreImprove Customer Satisfaction by Avoiding Jargon or Industry Terms

Support Your Staff – Your Customer Satisfaction Depends on it!

Yesterday, I was shopping at one of my favorite department stores, Kohls. I frequently shop there because their selection is … Read MoreSupport Your Staff – Your Customer Satisfaction Depends on it!

Make Your Customers Happy by Helping Out in a Bad Situation

To continue the story of the extended Vegas stay………. Upon discovering that we had missed our plane check in time … Read MoreMake Your Customers Happy by Helping Out in a Bad Situation

The Farewell is Just as Important as the Hello

I was just interviewed for an article for National Oil & Lube News about the importance of the proper farewell … Read MoreThe Farewell is Just as Important as the Hello

Improving Customer Service with Apologies Instead of Cash

There is an article posted today on www.dailymail.co.uk that will be surprising to many.  It states that when resolving a … Read MoreImproving Customer Service with Apologies Instead of Cash

The Customer Experience Tells the Story – Good or Bad

There is an article in the Post Tribune today that proves a very good point – People don’t value your … Read MoreThe Customer Experience Tells the Story – Good or Bad

Customer Satisfaction is Your Fault or Your Glory

I was recently speaking with someone about the people in their organization and how to increase the drive to deliver … Read MoreCustomer Satisfaction is Your Fault or Your Glory

Great Follow Up Example that Increased Customer Satisfaction

The other day, I ordered some nutritional supplements from a source that was recommended to me, Prograde Nutrition. I had … Read MoreGreat Follow Up Example that Increased Customer Satisfaction

Make the Ordinary Customer Experience Unforgettable!

How many weddings have you attended that follow roughly the same routine?  The guests gather in the church or wedding … Read MoreMake the Ordinary Customer Experience Unforgettable!

Do Your Core Values Result in Customer Satisfaction and Service?

Core Values – many of us have heard the term, but do we really know what they are or mean?  … Read MoreDo Your Core Values Result in Customer Satisfaction and Service?

Customer Care Increases Satisfaction and Profits

“Customers will be quick to drop services that don’t meet their standards, so providers need to go above and beyond … Read MoreCustomer Care Increases Satisfaction and Profits

Your Customer Satisfaction is Dependent Upon Your Relationship with Them

Why do you currently bank where you do?  Is it because you have a relationship with a particular banker?  Why … Read MoreYour Customer Satisfaction is Dependent Upon Your Relationship with Them

Considering Customer Satisfaction Issues? Think Long Term and Lifetime Value

When clients are making requests of you, it serves your best business interest to think long term. 5% of your … Read MoreConsidering Customer Satisfaction Issues? Think Long Term and Lifetime Value