This will seem like a rant… because it is. I don’t like complaining about specific companies, so I’ll keep that private. What I do like, however, is sharing the lessons we can learn from their mistakes and sometimes customer-abusive decisions. It’s customary for the airlines to expect their customers, also known as their passengers, to […]
Recently I was working with a client and we were discussing different types of customers – specifically loyal customers – that any business might encounter. I thought it would be interesting to share the list that we came up with. I’ve identified six main types of customers that just about all types of businesses could […]
Someone in your organization irritated your customer. The customer left angry or upset. Maybe the customer was less than friendly and was difficult. Maybe the customer was too demanding or had unrealistic expectations. Whatever the reason, it doesn’t matter. The customer left unhappy. Someone might say, “Well, it was just one customer.” Well that way […]
Just the other day I was asked for the definition of customer service. In the context of our conversation I stated that it was the way the customer is treated by anyone in the company before, during and after the sale. Then, just for fun, I did a Google search on “The definition of customer […]
In the past year or so we’ve seen the word customer success used by a number of forward thinking companies. Is this just another fancy name for customer service? Maybe it’s an updated way of a company saying, “We’re here for you when you need us. We want you to be successful.” While those loose […]