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Orange man wants you! That’s right, we are actively seeking guest posters to contribute high quality content here at Customers That Stick. Historically, we have not run many guest posts. The few we have published have been written by people we know very well. We’ve had a number of reasons for this, but the primary …
Analyzing your customer experience is no easy process, and the larger the organization the more complicated the endeavor. In fact, even for a solopreneur or mom and pop store, a true analysis of the customer experience can take hours or days. It can be a daunting task to truly do a customer experience audit, and …
15 Minutes to a Fresh Look at Your Customer Experience Read More »
An important aspect of any business is determining the price you pay for new customers. The cost of a new customer is generally calculated as a function of marketing and sales expense using metrics such as Cost Per Acquisition (CPA). However, there is a soft cost that is rarely discussed: the alienation of existing customers …
Annoying 1 Old Customer to Gain 5 New? A Lesson from the UFC Read More »
Here in the United States, we just finished a presidential election, and it got me thinking about government efficiency and effectiveness. This post will not be political (and I hope others will embrace that spirit in this discussion), because it does not matter what your ideological beliefs are — I think we can all agree …
Can Customer Service Help Save Government? A Post-Election View Read More »
I’ve been thinking about response time lately. In my non-virtual businesses, I have specific response times that our team is expected to follow. Whether it be 12 hours or one business day, we have set times in which team members should respond to customer inquiries. Of course, we expect discretion to be used. Some issues …
Yes, this is the first non-customer service topic I have addressed since I launched Customers That Stick back in March of 2012. With superstorm Sandy approaching the Northeast, I thought perhaps I could do some good by relating my family’s experience with a hurricane. If it makes a difference to one person, it will be …
Listen to Authorities About Sandy: My Hurricane Experience Read More »
One of the great challenges of creating a Hero-ClassTM customer experience is that often the first step in the customer experience occurs before your customer ever begins transacting business with you. Sometimes, this first step is beyond your control, for instance, word of mouth. What someone tells a new customer about you — whether it …
Tell Marketing: The Customer Experience Begins with Them Read More »
If a smile widens on a phone call, and no one is there to see it, does it make a sound? As it turns out, it does. Smiles over the phone might be unseen, but they are most definitely heard. The Power of Smiling on the Phone It is standard advice in sales and customer …
Many of us were struck earlier this month by the brash comments of Ryanair CEO, Michael O’Leary, regarding his customers and the extra fees his airline charges for certain behaviors. If you are not familiar with the story, an English family of five was charged 300 Euro (about $380) for failing to print their boarding …
When You Look at Your Customers, What Do You See? Read More »
Customer service writers talk a lot about “firing” customers. The discussion is an important one, as most people have a difficult time severing ties with problem customers. However, what is more difficult and rarely discussed is letting go of a good customer because you cannot meet their needs. In these cases, the customer is not …
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