Customer Service
The 4 Cs of Contact Center Customer Service
Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a size 11 woman’s shoe, it is almost impossible to find golf…
The Like Element
We’ve talked several times about the concept that no one buys anything until they know, like and trust the company who is doing the selling. If you aren’t on their radar screen, they can’t possibly…
2 Simple Customer Experience Principles to Live By
Tommy Smothers of the Smothers Brothers – if you don’t remember them, look them up on YouTube – used to have a short comedy routine about golf with a title something like, “The 37 most…
Do Your Customers Give You Chances When You Screw Up?
Everyone makes mistakes. It’s part of human nature. But what happens when your business or organization makes a boo-boo? Do your customers forgive you completely? Well, according to a new study by Blis, most U.S. customers are unforgiving…
5 Instant Tips to Create Effective and Quality Surveys
Two basic questions always arise when running a small business. Is your product/service working? How can you improve? One of the best ways to improve is to speak to your customers and those who might…
Outsourcing to a Call Center: How Will This Profit Your Business?
It doesn’t matter if you own a product-based company or a service-oriented business; what matters is that you established an important objective, namely providing excellent customer satisfaction. Over the years, you implemented different solutions in…
7 Groups of Difficult Customers Test Every Business
Have you ever noticed that some of your business owner friends get all the bad customers, and yours all seem fairly reasonable? Or is it the other way around? I’m always amazed that, in my…
CSAT vs CES: Does It Matter?
Many commercial businesses that provide after-sale services seek ways to improve customer loyalty through their customer service organizations. In addition, companies want to utilize their resources as productively as possible. Since there are many dimensions…
3 Instant Ways to Improve Customer Experience
Customer experience (CX) is one of the biggest factors in determining a company’s success. CX can refer to any experience a customer has with your company, be it on the phone, online, or in person….
Amazing Brand Experiences Start at the First Touchpoint
I’ll bet you’re familiar with this cliché: You only have one chance to make a good first impression. Yet, so many businesses and organizations fail at this. Take my recent experience at a 4-star (TripAdvisor…
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