Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service Stories series. The idea behind Customer Service Stories is to discuss the principles of superior customer service through the lens of […]

Customer referral programs are nothing new. As consumers, we have been inundated with offers for referral perks by everyone from our dentists to our auto mechanics. The reason is simple: customer referral programs work. Customer referral programs (CRPs) come in as many variations as there are businesses to create them. While a CRP is not […]

During a recent vacation, we were fortunate enough to stay at the Hotel Indigo in Asheville, NC where we received a great lesson in top-notch customer service and the art of surprise. A Birthday in the Mountains We were in Asheville to celebrate a milestone birthday of my wife’s (which milestone, I am sworn to […]

As someone who believes that customer service is the ultimate differentiator in business, I am always on the lookout for examples of outstanding service. Great customer service can come from anywhere – from businesses where you expect no less (Nordstrom) to businesses where you are thrilled to just to be treated like a human being […]