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I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery. Sure, I’ve used the typical phrases for years — world-class customer service, platinum-level customer service, 5-star customer service — and so on. But these phrases are common, and …
Last week, we discussed JCPenney’s plan to change its entire customer experience by removing staff and moving towards an automated retail environment. One of the key questions the move brought up was the following: Can a retail company improve its customer experience with fewer people and more automation? However, a trip to Lowe’s yesterday demonstrated …
1 Way Automation CAN Improve Retail Customer Service Read More »
If you’ve seen my about page, then you know I grew up in the music industry. As a result, I have formed expectations of what I expect from a retail music store. My recent experience with Guitar Center in Winter Park, Florida was a textbook example of great service, not-so-great service, and then excellent service …
Technology is shaping how companies interact with customers. From social media to big data, from CRM systems to GPS tracking, almost every company’s relationships with its customers are shaped by technology. Despite technology’s prominence, companies are finding that the optimal intersection of technology and customer service is not always obvious. As we move to an …
Less Staff, Better Customer Service? The JCPenney Plan Read More »
During the launch of Customers That Stick in March of 2012, we created a user-generated blog post to answer the question: What is Great Customer Service? The concept behind the post was for me to get out of the way and let CTS’ readers answer the question. We received numerous thoughtful insights from a variety …
You Tell Us: How Do You Define Great Customer Service? Read More »
Imagine the following exchange… ME: Hi, I’d like to give you an award because I like you. RECIPIENT: If you want to give me an award, you first need to fill out a 10 page application. If I like what I see, then I will gladly accept your award. ME: Sorry, I think I dialed …
A #Twitter Rant (With a Customer Service Lesson) Read More »
Management by wandering around is a concept that supposedly derives from the management culture at Hewlett-Packard back in the Seventies. It was later popularized by business authors Tom Peters and Robert Waterman in their bestselling book, In Search of Excellence.* The concept is also known as management by walking around, the term I prefer. Management …
In Search of #CustServ Excellence: Management by Walking Around Read More »
What will 2013 look like for customer service? Will face-to-face customer service disappear as social media takes over everything? Will the ACSI national customer satisfaction benchmark continue its long term positive trend of rising? Will the entire world wring their hands as another horrible customer service fail goes viral? While the number of potential trends …
Just wishing everyone a Happy Holidays from the team at Customers That Stick! We will be off the blog this week to spend time with family and wrap up the year end. We figure most of you are doing the same. We will be back on December 31 for some pre-2013 customer service talk. We …
Readers of this blog know that we like to discuss customer service in the real world. What is this elusive real world? It is a place where customer service slogans like the customer is always right go to die. Now, don’t get me wrong, shorthand slogans are great and are useful in conveying broad, important …
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