I recently read through the American Express 2012 Global Customer Service Barometer research report prepared by Echo Research and found many of its conclusions to be rather predictable: Consumers think businesses are paying less attention to providing good customer service Consumers will spend more with companies that provide excellent service
Last Friday after soccer practice, my 7-year-old daughter’s team went to a frozen yogurt shop for some treats. The first girl to receive her yogurt, Anna, sat by herself at one of the tables while the other girls waited on their yogurt orders. Anna is new to the team while
In my reading, I’ve come across three unique words that have expanded my customer service vocabulary and, for me, reinforce various aspects of exceptional customer service: cosset, lagniappe, and bespoke. A word of caution: William Strunk, Jr. and E.B. White in their perennial book, Elements of Style, said, “Do not
It amazes me how many social media and customer service pundits gush about the need to master web-based social customer service along the periphery, even as basic frontline customer service quality languishes. Best Buy, XFINITY (formerly Comcast), and AT&T are great examples of companies who aspire to garner reputations as
I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers employee who bagged my two gallons of milk and bottle of Mr. Bubble (don’t judge me…) said, “Damn! I’d need this whole bottle for my
Earlier this month during a presentation, a participant posed the following question: “What difference does it make if one customer leaves dissatisfied when there’s a line of customers waiting to take his place?” Having worked in high-volume environments in New York City and Orlando, I’ve detected this sentiment—if not heard
I read a lot of business books—many of which pertain to customer service. When so many customer service books offer readers the equivalent of a simplistic 5-step approach to improving customer service that produces the acronym: S.M.I.L.E., Uncommon Service is a refreshing change. Rather than patronizing readers with predictable stories
This is the final post in a series that has identified 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The tenth advantage is to recognize that exceptions require
This post is the ninth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The ninth advantage is to see customers as partners.
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