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One of the challenges with feedback from individual customers is that it can often be unreliable and can actually understate or overstate your service delivery. We have all seen anecdotal data at work in our lives. Let’s say you are looking for a new clothes dryer, and you decide to ask your neighbor for a …
Anecdotal Customer Feedback and the Problem of Uncle Jimmy Read More »
MIT recently released a new study showing that customers sometimes review products with companies that they’re loyal to even when they have not personally used the product. To quote the article (emphasis mine): “Even a company’s loyal customers are inclined to write negative reviews about its products, regardless of whether the customers actually have purchased …
Customers Lying Online: An Interesting New Study Read More »
Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service. In the past …
Customer Service Training: Principles Trump Procedures Read More »
In a 1969 national address, President Richard Nixon popularized the term the silent majority. While the term was not original to President Nixon, his address cemented the idea that there existed a silent majority whose outlooks differed from the vocal minority opposing the Vietnam War and dominating the news coverage of the day. While the …
Customer Service, Richard Nixon, and the Silent Majority Read More »
As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and …
Netflix, Customers, and Evolving a Business Model Read More »
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers The step-by-step process of determining customer lifetime …
What Is a Customer Worth? Customer Lifetime Value via SlideShare Read More »
Last Thursday, we discussed the importance of documenting customer interactions in 5 Reasons Customer Documentation is at the Heart of Great Service. In that post we discussed how important documentation is to a great service culture. Yet, it is not enough just to value good documentation, team members should also understand the best way to …
We are pleased to present our next installment in the Inside Customer Service video series with Rob La Gesse. Rob heads up social media efforts at Rackspace. His passion is taking care of customers. Rob started at Rackspace as the Director of Software Development, and he found himself wanting to talk to customers and help …
We are moving one of our businesses today, so I thought I would keep this post quick and dirty. I want to briefly share my concept of customer service capability. When it comes to the capability of team members to excel at customer care, you can divide your team into three categories: Those who get …
A Brief Philosophy of Customer Service Capability Read More »
Do you want to know one of the essential signs that a company has a Hero-ClassTM Customer Service culture? Customer documentation. Yes, I said documentation. Okay, I can hear you now: Booooorrrring. And you’re right: it is. But it is also crucial. Documentation is one of the secret ingredients of a customer-centric organization, and it …
5 Reasons Customer Documentation Is at the Heart of Great Service Read More »
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