The old saying goes something like this: Customers want to do business with people they know, like and trust. Business is all about relationships. At a minimum, customers expect, at least hope, to do business with an organization they can count on. They pay good money for goods and services we provide. Don’t we want […]
A customer service expert tells a wonderful story about a “random act of wow” by a restaurant chain. She was extolling the virtues of this restaurant and the story was about, in her words, “how they treat their customers.” It seems that a young woman was sick and confined to her bed at home. On […]
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 […]