Even great customer service by itself will not create a loyal customer. It takes more, such as quality, reliability, and dependability. Let us count the ways to lose the hard-won loyalty of customers. Continue reading
What makes Seattle a landmark for business success stories? Seattle believes in taking care of customers. We can learn quite a bit from a city government that is focused on their customers, who happen to be their citizens and guests of the city. Continue reading
This type of program shouldn’t be reserved for high-level executives. What if you developed a program where key employees spent time mingling with their customers? I bet they would bring back some very insightful comments that could help all employees understand the importance of what they do. Continue reading
I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create … Continue reading
Jan Carlzon of SAS said, in his book, Moments of Truth, “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.” Continue reading
Proving loyalty is not rocket science—it’s common sense Continue reading
Several years ago, I developed a list of the five levels of customer service. Today, while these categories remain the same, the new social customer has changed dramatically. Average, good, and satisfactory are words that don’t rise to the level … Continue reading
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