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Okay, I will admit it: one of the guilty pleasures in my household is a show called Doomsday Preppers. To begin, I have always been interested in preparedness, and modern disasters like Katrina and Sandy have only helped to reinforce that interest. Both storms exposed a concern that was previously disregarded as a paranoiac fantasy: […]
Organizational Management: The Doomsday Preppers Edition Read More »
Scripts have a bad rap in the customer service field. No matter the format — speeches, blog posts, chats — it is common to hear customer service professionals say things such as… And they are right… For the most part. Why Scripts Suck Who doesn’t hate having a semi-skilled customer automaton robotically read a canned
In Defense of Customer Service Scripts Read More »
One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning. We’ve gained many new readers over the past year, and we
3 Things You May Have Missed in CTS’ First Year Read More »
On Monday, we posted What President Clinton Can Teach Us About Customer Service and now we’re writing about The West Wing. So, I guess it’s politics week here at CTS, and I have to say, it was totally unplanned. Thank heavens for Sean McGinnis’ excellent customer service story yesterday; at least someone’s keeping the wheels
What Are the Next 10 Words? A #CustServ Lesson from The West Wing Read More »
I had an extremely disappointing experience with my car company the other day. Though I have every right to call this company out, I am not going to say who the car company is. Instead, I would like to focus on what happened and how a company can do extreme damage to its brand and
Fine Print Is Inevitable; Bait and Switch Is Not Read More »
I have a terrible customer service story to share. It is a story of bait and switch advertising so blatant that everyone I tell it to is shocked by the brazenness of it. People literally get mad just hearing the story. But something happened as I began writing the story this weekend: I found myself
Why I Don’t Call Out Bad Companies by Name on This Blog Read More »
Today is my two year anniversary of blogging, and I would like to admit something: I don’t know everything. It’s an obvious statement, of course, who does know everything. But it helps me make my larger point that this blog is primarily a single author blog. While we are increasing our guest posts significantly, at
Smack Me Down Hard: This Blog Will Be Better for It Read More »
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 »
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 »
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