The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal. At anytime there can be issues, problems and complaints. I call these negative customer service issues Moments of Misery™. […]
Don’t just pay lip service to improving customer service. Good customer service is the linchpin to survival at any time but especially during difficult times. Start by treating your employees well, keeping them in the loop, and releasing them to do what it takes to send each customer away happy.
Small deliberate gestures to build a culture of appreciation will pay you back with positive, tangible results. Just like money can appreciate when invested well, relationships grow and thrive when we infuse our culture with this positive emotion.
For years I’ve been preaching that a lot of customer service is common sense that, unfortunately, isn’t so common. It is the great companies that consistently deliver an experience that meets, if not exceeds, expectations. And, much of this experience is common sense.
To go beyond customer service for strategic advantage you will have to embrace new concepts and new values and challenge everything you do from the fundamental position, value, belief and ethic of Customer Obsession. Let’s start with one.
Always remember that service recovery isn’t just about fixing a problem. It is also about the renewal of customer confidence.
We all have a chance, every day, to leave a little joy behind. It’s not always as tangible or spectacular as a ten-foot long sand sculpture but it can be real and it can be lasting. A little joy can make someone’s day real special.
It costs far less money to keep customers happy than to spend much more money recruiting new ones. Loyal customers tell their friends about your business and will spend more money than new customers.
I am a passionate advocate of customer service and have a very strong point of view. The only outcome that matters is to create very positive and very memorable experiences for your customers. It’s the “Wow!” factor! This article will provide inescapable reasons why it is so, and will also reveal the secret of how […]
Companies that are courageous enough to challenge their old ways of looking at business and embrace a 21st century value creation mindset will grow stronger than those who don’t. The power has shifted from those who sell to those who buy. Keep them happy; they’ll keep you happy.