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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
What Is Your Customer Response Time? Read More »
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
Smiling On The Phone: Does It Really Work? Read More »
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
If You Love Your Customers, Set Them Free Read More »
Once in awhile a customer service issue from my retail business will get elevated to my desk, and the customer involved will be a fellow business owner. Often these business owners will let me know early in the conversation that they too own a business. And while every person who mentions this does so for
The Nicest Customer Service Complaint of All Read More »
My wife and I were at a local mall this past Sunday and stopped in a Johnny Rockets restaurant for lunch. If you are not familiar with Johnny Rockets, it’s a Fifties diner themed restaurant (my description, not the company’s), with a burger, fries and milkshake menu that completes the throwback ambience. The waitstaff is
Sometimes WOW Only Takes 5 Seconds Read More »
The post below is partially excerpted from our upcoming eBook 7 Secret Customer Service Techniques Every Expert Knows! Learn more about our new eBook at the bottom of this post. One of my favorite concepts is the idea of brand deposits, more commonly referred to as brand equity. Brand deposits is a phrase from Steve
Are You Making Brand Deposits? Read More »
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