Customer Service
Why Putting the Customer First is a Profitable Strategy
As a provider of financial industry sales and service training for 20 years, I have been nothing short of horrified to learn about what Wells Fargo has been doing to their customers. It truly was…
Elephants and Customers Never Forget
According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren’t the only ones who never forget! Customers are right there with them, especially…
Why It’s Important to Engage Angry Customers on Twitter
Haven’t you ever tweeted about a poor customer experience, product, or service? I know I have. There’s something cathartic about sharing it in the Twittersphere. Well, now there’s a new study that shows how important it…
4 Ways to Build Trust with Customers That Can Transform Your Business
“Make hundreds of dollars a week just by stuffing envelopes.” Remember that tiny ad that used to run regularly in virtually every newspaper’s classified ad section? I suppose a fair number of people answered the…
The Top Customer Experience Lesson from Hawaii
If you’ve ever been to Hawaii, you’ll totally “get” this post. And, even if you haven’t, read on to discover the top customer experience strategy they use in the Hawaiian Islands. I just returned from my…
5 Steps to Turn a Negative into a Positive Customer Experience
A negative experience often means the customer goes elsewhere with their business—and often they tell their friends. So each lost customer means more than just their lost business, but it results in lost business from…
Turning Support into a Strategic Resource for Your Business
In traditional business, customer support teams focus solely on satisfying the customer. They enable a pain-free, enjoyable customer experience while sales and marketing teams drive home revenue and create new customers. Right? Not so fast….
Your Customer’s Point of View: Walk a Mile in Their Shoes
Sometimes, I think the best marketing advice I can give someone is before you say it, do it, print it, record it or announce it, find a way to see it from your customer’s point…
How to Deliver Excellence: It Isn’t an Accident
I’ve never met a business owner or leader who didn’t want the employees of their organization to deliver excellence. And the truth is most employees want that too. They want to work for an organization…
Why Bother to Sit In with Customer Service?
Over fifty years ago, I was CEO of a record manufacturing company in Hollywood. We were the only such facility on the West coast to provide and control the entire process from studio, through finished…
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