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Customer Service
The Customer Satisfaction Conundrum
The bottom line is the customer satisfaction is not as simple as it used to be. No longer are customers uniquely loyal to only one brand. Certainly, it is important to maintain customer satisfaction, but the satisfaction scores by themselves are not sufficient to ensure sustainability and growth.
Customer Service from the C-Suite to the Mail Room
In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. While the customer service vision may start in the C-Suite, everyone must own the responsibility.
Come Sail Away from Competitors with Customer Service
This weekend I took a stroll down memory lane at a fantastic Styx and Foreigner Soundtrack of Summer concert. What was interesting to me from a business and customer service standpoint was the many ways the audience was involved in the concert.
How Easy Do You Make it for People to Complain?
I visited a local Walgreens yesterday morning and witnessed two very different customer service experiences. One was excellent, and unfortunately, one was crummy.
Policies That Work Against Great Customer Service
So many times, businesses establish policies that work for them but penalize their customers. Now go out and make sure you do not have any policies that seem like they are serving your business but are really reducing your sales and diminishing the quality of customer service you provide.
Customer Experience Lesson from a Superstar Athlete
Recognized as one of the greatest basketball players to ever play the game, Earvin “Magic” Johnson is also successful in business, perhaps even more so. He is known for guiding typical suburban businesses into urban America.
Last Impressions
So many businesses go out of their way to make sure their first impressions are great but forget how important last impressions are. Last impressions are how customers decide if they will continue doing business with you, so I think last impressions are more important than first impressions in many ways.
Customer Zombies
A recent study from Colloquy found that more than 50% of customers who initiate a loyalty program failed to return. Customers become zombies when they lose interest in the company, product or service.
You Can Be a Customer Service Hero (Don’t Miss the Opportunity!)
Want to find more opportunities to shine? Don’t just look for problems or wait for emergencies—make it a point to give customers a little more of your time. Customers who receive extra will go away feeling that you are a hero.
Focus on the Customer, Not the Money
Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer. Whether the customer is buying right now or not, if you deliver the best service you can, eventually the sale will come.
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