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On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief that every delivery of superior customer service involves a hero of some sort. We thought a Slideshare presentation would be a …
The other evening my wife and I were discussing where to go to dinner when I said, “Let’s go to that place with the fancy nachos I like; you know, the one with the crappy service.” Unfortunately, she knew exactly which place I meant. Restaurants deliver a product and a service, and the best ones …
What You Don’t Want Me Thinking When I Buy From You 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 …
In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become customer service heroes. The final piece of understanding Hero-ClassTM Customer Service is to discuss what it looks like in an organization as a whole. …
I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery. Sure, I’ve used the typical phrases for years — world-class customer service, platinum-level customer service, 5-star customer service — and so on. But these phrases are common, and …
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