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One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect …
…we have failed. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience …
It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks, we have been treated to the horrendous Comcast customer retention call (and the follow up Comcast viral refund call), as well as to the story about the Union Street Guest House …
Why Do People Take Pleasure in Customer Service Horror Stories? Read More »
Meet Joey Decaminada! Joey Decaminada is the owner of Leading Edge Athletic Performance where he trains everyone from kids to housewives to professional athletes. Along with running the gym, he is a competitive bodybuilder, actor, and fitness model. Joey brings home his active lifestyle to his two children, 10 and 14 and his fiancée who all enjoy fitness …
I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked. …
A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square Read More »
We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations that have to make tough decisions about technological investments and for …
6 Steps for Rolling Out New Technology to Frontline Staff Read More »
I recently participated in a panel at WB Research’s Future Stores conference* in Seattle. Future Stores focuses on the challenges faced by store, operations, IT, cross-channel and retail customer experience executives trying to bridge the gap between the digital experience and the store experience. The speakers at the conference ranged from retailers to vendors to …
7 Cool Technologies and Takeaways from Future Stores Read More »
Recently my family became urban chicken farmers. After six weeks living in an indoor “coop” under a heat lamp, our new pets were ready to move outside. Our next step: get a coop. We turned to the Internet to do our shopping. After a week of searching, we picked one out, clicked and ordered. It …
People are creatures of habit — they enjoy knowing what something is going to be and then having it be that way. As a result, people’s happiness with any given experience is usually based on the expectations they have carried into it. This makes consistency of service a fundamental attribute of excellence of service. Below …
Never Underestimate the Power of Consistent Customer Service Read More »
“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this recent survey by Software Advice, customers are starting to appreciate …
Do Customers Prefer a Call Back? This Study Says YES Read More »
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