If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not be rich, but it would definitely pay for a great vacation or two at a customer-focused resort. Seriously, many people share their customer service horror stories. […]
Traditional marketing was used to get customers “in the door.” But today’s marketing keeps customers coming back. It’s more than a marketing message. It’s a marketing experience. More and more, the case for customer service and experience is being closely linked, if not actually one in the same, with marketing becomes stronger. The marketing department […]
Sometimes one of the greatest ways to provide great customer service is to give something of value away for free. It doesn’t have to be anything big or expensive. It can be something small. Really small. It just has to be valuable to the customer. Think about the owner of the restaurant that buys his […]
Every once in a while a company has an opportunity to create an over-the-top customer service experience. They don’t happen every day, or they wouldn’t be special. The right story can become customer service legend to be shared with employees – and even customers. I am going to tell you a great “above and beyond” […]
Recently I had the privilege of working with Busey Bank and heard their CEO, Van Dukeman, share a concept he referred to as the Velocity of Business, which had to do with how quickly business moved. As I listened to his presentation, I realized the importance of how this applied to the customer service experience. […]