There’s a popular perception among businesses that providing self-service alternatives to consumers relieves them of the responsibility to deliver customer service. Perhaps they assume that because they’re offering customers greater convenience, more control over the transaction, and increased value, it’s unnecessary to focus on customer service. Take, for example, self-service
This customer service blog attracts all types, ranging from engaging customer service advocates to crotchety curmudgeons. An advocate is defined as a person who speaks or writes in support or defense of a person or cause. Advocates contribute productively by offering supportive and, sometimes, divergent views on a variety of
This post is the first in a series over the next 10 weeks that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe you will have encountered one or more of these obstacles in your own business? The first obstacle is apathy. Apathy
Earlier this month, I emailed a freelance graphic designer the following message: “I have an idea for a design project that I can articulate but not design. Any chance you’re available for 10 min. to discuss? I’m also around next week. Thanks.” And received this reply: “Next week would be
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their delight). Even so, problems often go unresolved or ignored by employees who are in a position to make things right and win
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