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One aspect of the customer experience that is seldom discussed is how employees represent the brand “in uniform,” even when they are not working at the counter or desk. My wife went to a local bagel franchise last week, and as she was leaving, she noticed an employee of the bagel store in the parking …
Does Your Business Have An Employee Uniform Policy? Read More »
It is the most fundamental of questions. Like many concepts, customer service seems to be in the eye of the beholder, a Rorschach test for how one views business and, to some degree, life. Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an …
Welcome to the soft launch of our new site, Customers That Stick. Our official launch is tomorrow, March 7th, but today I wanted to take a moment to introduce the new site and to thank those who helped make it possible. If you are new here, you will see content that pre-dates this post. These …
Dear Fellow Business Owner / Manager, Let’s face it — your service sucks. Bad. Now, I’ll be the first to admit my service sucks on occasion too. But in my defense, my sins are unintentional. I am trying to do the right thing, and I either dropped the ball or hired the wrong ball carrier. …
I am a recent Apple convert. I made the painful though glorious switch to Mac in May and moved from Android to iPhone at about the same time. I own an iPad, simultaneously the coolest piece of technology I own and the most expensive paper weight in my house, and I still use my iPod …
Steve Jobs’ Greatest Legacy: The Customer Experience Read More »
In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members to respond unfavorably to upset customers. When the personal reaction to an unhappy customer trumps the professional reaction, pride has won, and your organization …
Guest Poster: Kaarina Dillabough It is my pleasure to introduce Kaarina Dillabough, former Olympic coach and current make-your-life-and-business-better coach, as our first guest poster. Kaarina is the perfect person to launch the Customer Service Stories series, because she has an engaging way of telling a story while still being able to analyze the systems and …
Customer Service Stories: Getting to the Root of Customer Service Read More »
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 Service Stories: Introducing The New Series Read More »
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