customerthatsticklogo

BLOG

A Tale of Two Returns

A Tale of Two Returns

October 18, 2023

Last week, I wrote about my experience at the Apple store in Even the Apple Store Isn’t the Apple Store Every Day. In that post, I mentioned that I was referred by an Apple employee to a “cell phone” store in the mall. What I did not relate was the customer experience I had at […]

How to Keep Employees from Becoming Double Agents

July 7, 2025

Guest Poster: Jeff Toister Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. The double agent looked around nervously to see if anyone […]

The Great Retail Experience Race Cover

The Great Retail Experience Race: Interview and Infographic

October 18, 2023

The folks at Software Advice, a site that reviews and compares customer service software, released an interesting infographic a few weeks ago entitled The Great Retail Experience Race. The infographic was based on an original study done by Software Advice for their Customer Service Investigator blog, and I thought it would be interesting to learn a […]

Even the Apple Store Isn’t the Apple Store Every Day

July 7, 2025

We live in a world of mythologized companies, and in the customer service sphere, few companies are as mythologized as Apple. From Apple’s revolutionary product design to the experience design of its stores, Apple’s almost obsessive focus on the user experience helps it rank consistently among the elite customer service companies in the country. As […]

Your CARE Committee | DoubleTree Entrance

Who’s On Your CARE Committee?

October 25, 2023

DoubleTree (a Hilton brand) uses an innovative and effective mechanism for monitoring and improving its customer service at its properties: the CARE committee. DoubleTree describes the CARE Committee as follows: The CARE Committee – The Heart of Our Hotels. The CARE Culture at DoubleTree by Hilton is a commitment to total service quality that equates […]

How to Retain Customers: 8 Reasons Retention Is More Profitable

July 7, 2025

We released our first Customers That Stick infographic this past Monday: When Customers Stick — Customer Retention by the Numbers. In the infographic, we included numerous studies that show that increased retention leads to increased profitability. One aspect of this phenomenon that our infographic did not explore, however, was the following: Why does customer retention […]

When Customers Stick: Customer Retention by the Numbers (Infographic)

October 25, 2023

From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various customer retention statistics to break down the three most important aspects of customer retention: Understanding customer retention begins with understanding the […]

Pavlov’s Customer Service Reps

July 7, 2025

We are human beings first and customer facing professionals second. We are subject to the same psychological processes on the job as we are off. We carry with us the same baggage and perceptions — and the same conditioned responses. On the job, we generally do a better job of regulating these responses — but […]

Anecdotal Customer Feedback and the Problem of Uncle Jimmy

July 7, 2025

One of the challenges with feedback from individual customers is that it can often be unreliable and can actually understate or overstate your service delivery. We have all seen anecdotal data at work in our lives. Let’s say you are looking for a new clothes dryer, and you decide to ask your neighbor for a […]

Sidebar

Just a sample text from heading element.

Connect

844.287.7378

© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.

Legal Information | Privacy Policy
How to Cite this Site

Scroll to Top