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Customer Service Journey Map Can Lead to Instant Gratification
The idea of providing instant gratification throughout the customer experience is a concept that evolved from a conversation I had with Frank Jacobs, the founder and CEO of Falcon Products, a company that makes table bases.
4 Ways to Build a More Loyal Customer Base
Not too long ago, the United States Postal Service recreated one of their most famous failures: a 1918 blunder on a sheet of stamps, any one of which is worth a fortune today.
Turn Angry Customers into Customer Evangelists
No matter my level of expertise in customer service, I’m amazed that there’s always something new to learn and to try. Companies are always finding new ways and coming up with new ideas to amaze their customers.
Responding to Customer Experience Disasters
As much as we try to develop, implement, and execute outstanding customer experiences, sometimes things fall apart and we have a complete disaster. Everything goes wrong!
Customer Service Strategy: Deliver Value with Time
Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, studying the menu and looking around?
What is Better Than a “WOW” Experience?
Many companies are looking for ways to delight the customer or provide the customer with a “WOW” experience. There are many marketing research organizations that provide all sorts of metrics to demonstrate how the customer experience is improving.
What About the Customer?
All organizations constantly face the need to simplify their processes, workflow and costs. But in doing so, they can’t focus solely on their own internal operations.
5 Ways to Lose Your Customer
A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible.
Loyalty May Not Be Rational
Customer loyalty is not always based on rational thinking. Customers often make decisions based on feelings and emotions. The old adage that the first impression counts has been verified by the psychological research.
Customer Service Strategy: To Serve and Protect
In order to protect the client, you would put their interests first. Your main goal would be to sell them what they need, not what costs the most or what will help you to meet your sales goals.
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