Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or […]
When I was a kid, there were five TV channels; ABC, NBC, CBS, PBS and a local channel. I remember it was a big deal when another independent channel was added – and it needed an additional antenna that attached to the back of the TV. Now there are hundreds of channels. And, we have […]
I’m a shoeaholic. I also hate to pay retail for anything. So I’m a frequent shopper at several of the discount designer shoe stores. If you shop at these stores, you’re probably familiar with their customer loyalty programs. You earn special rewards, such as $5 or $10 off, based on your spending activity. Recently, I […]
More and more I’m asked about the new technologies coming up in customer service and experience. It used to be that customer service was just a phone number you called when you needed help – or how nice someone was when they interacted with you. The future has brought us something bigger than customer service. […]
“Your most unhappy customers are your greatest source of learning,” according to Microsoft founder Bill Gates. No matter the size of your business, customers who complain are giving you a chance to keep their business. Most unhappy customers don’t take the time to complain, they just quit doing business with you. But guess what: They […]