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This topic came up in a discussion with a team member. She asked, “how do I know when to jump in and help someone with a customer?” It was not a problem I had thought much about before. While I had discussed the eventuality in training, I had not given much consideration to the level …
When Should You Help A Coworker Struggling With A Customer Read More »
Loyalty programs seem to be everywhere these days. From major airlines to local dry cleaners, it seems like wherever we go a company is offering us the option of joining their rewards program or loyalty club. So what are these loyalty programs and, more importantly, how effective are they? What Is a Loyalty Program? To …
What Is a Loyalty Program? (And Will It Work For You) Read More »
What airline has the best customer service scores? The annual American Customer Satisfaction Index for the airline industry was just released. If you are not familiar with the ASCI, here is a blurb from its site (link no longer available): The ACSI reports scores on a scale of 0 to 100 at the national level. …
Customer Service In Airlines: Who Is Best and Does It Matter? Read More »
One aspect of the customer experience that is seldom discussed is how employees represent the brand “in uniform,” even when they are not working at the counter or desk. My wife went to a local bagel franchise last week, and as she was leaving, she noticed an employee of the bagel store in the parking …
Does Your Business Have An Employee Uniform Policy? Read More »
Author’s note. This incident occurred around three years ago. All times and dialogue are approximate. Company and personnel names have been changed to protect the guilty. We have all experienced the joy of hard shell plastic clam packaging. You know the type, the packaging that requires the Jaws of Life just to get to your …
Just Sit There and Bleed: A Tale of Healthcare Customer Service Read More »
When was the last time you received a handwritten thank you note from a business? In this age of high volume and low touch, the handwritten customer thank you note seems to be dying a quick and quiet death. Technology has made the customer thank you easy, and as a result, almost worthless. We have …
Here at Customers That Stick, we focus on customer service from the perspective of customer-facing professionals and companies. Yet, customer service is inherently a two-way street, and when you talk about customer service long enough you eventually run into a simple fact: Customers have some responsibilities in the company/customer relationship. Sure, the customer is paying …
How to Be a Good Customer: 16 Ways to Not Be a Jerk Read More »
Last November, I had the pleasure of attending The DiJulius Group’s Secret Service Summit (this event has passed. Sign up is no longer available). After the event, I did a recap of this exciting customer service conference (link no longer active) where I listed the speakers and broke down some of the better takeaways from …
The Secret Service Summit: John DiJulius Interview, Part 4 Read More »
In this video interview, customer service authority John DiJulius gives great insight into how companies can improve the customer experience through managing the customer experience cycle. Some of the key points John expands on are…
I had the incredible pleasure of interviewing customer service speaker, author and consultant, John DiJulius. John is truly The Authority on World Class Customer Service and his Secret Service systems can help organizations transform their customer experience into something that is a true source of competitive advantage. John’s books include Secret Service: Systems That Deliver Unforgettable …
Must-See Video Interviews with Customer Service Authority John DiJulius: Parts 1 & 2 Read More »
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