As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past weeks, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few of them […]
Customer Satisfaction
How the Right Software Can Supercharge Your Catering Business
Software can be used in just about any type of business to boost efficiency. The best platforms make it easier to manage many individual tasks. As a catering business armed with the right type of software, you could ensure correct execution of processes, from order tracking to delivery. Your platform could help enhance customer satisfaction […]
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 to customer service, companies want to understand how best to utilize limited resources. The basic premise that most companies rely […]
Customer Service Insights: Satisfied is Worse Than Unsatisfied
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer. Today, customers are so conditioned that when we are asked questions like this, they just say “Yes.” Think about your own experiences. How often have you said things […]
Who Cares About Customer Loyalty?
Repeat customers, raving fans, angry backlashers, commodity shoppers. Oh boy, what a range of loyalty these represent. And in your years, you may have experienced all of these. Here’s another way to look at the ladder to an ideal customer loyalty relationship. But first, let’s examine the three kinds of loyalty you don’t want to engender… […]
7 Tips to Deal with Unhappy Customers
No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a […]
How Much Do You Focus on Your Customers’ Needs and Wants?
Do you know your customers’ needs and wants? No, I mean really know their needs and wants? It appears that 38% of marketers find this their number-one challenge, regardless of company size or industry. According to the newly released global report, The 2016 Digital Marketer from Experian, “Customer-centric brands are shifting the way they think about “customers” or “consumers” […]
Giving the Customer More Than They Paid For
We’ve long had the idea that a value proposition has to do with “exceeding customer expectations” or “giving the customer more than they paid for.” I’ve held that position but am questioning it. Instead, perhaps the real value proposition is giving the customer exactly what they want/need at a price they are willing to pay […]
Your Customer’s Tennis Ball
My friend, branding authority, and Certified Go-Giver Speaker, Bill Ellis emailed me a great poster that showed a photo of some dogs—apparently at a museum for those of the canine persuasion—staring intently at a painting of a tennis ball. Now, personally, I can’t imagine the fascination held by a tennis ball. Though, obviously the dogs feel differently. […]
Take Your Customers’ Satisfaction to the Next Level
The foundation of all business success depends on keeping your customers satisfied and coming back. However, today’s businesses must overcome a sluggish economy and increased competition. Here are three ways to drastically increase your customers’ satisfaction and make sure you keep them loyal to your brand. Elicit Feedback According to the Small Business Administration (SBA), simply […]
