The Ritz-Carlton’s customer service is legendary, but how do they achieve it? One way is by empowering and training their employees to solve customer issues in real time. It is a customer service model that few hotels follow. However, if you’re one of their customers, it’s good news, because the Ritz-Carlton will spend $2,000 to …

The Ritz-Carlton’s Famous $2,000 Rule Read More »

As of April 2015, this eBook has been retired. You now receive 3 FREE sample chapters from Be You Customer’s Hero when you join The Customer Conversation. It’s done!  …  Mission accomplished!  …  C’est fini! I am extremely excited to announce that our new eBook 7 Secret Customer Service Techniques Every Expert Knows is being …

7 Secret Customer Service Techniques Every Expert Knows: Our eBook is Here! 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 »

Obviously, we focus almost exclusively on the topics of customer service and the customer experience here at Customers That Stick. We believe that a great customer experience and superior follow up  are some of the key differentiators between a healthy organization poised for long term success and an unhealthy enterprise bleeding out its potential future. …

Is Great Customer Service Enough? Read More »