This post is the fifth 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 fifth advantage is to use appropriate humor. The
This post is the fourth 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 fourth advantage is to convey authentic enthusiasm. To
This post is the third 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 third advantage is to share unique knowledge. A
This post is the second 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 second advantage is to offer sincere and specific
This post is the first 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 first advantage is to express genuine interest. Expressing
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I do is gather data to assess the current state of service quality. I do so by interviewing stakeholders such as managers, hourly employees, and, when
Last month, I received a review copy of The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever by Jeofrey Bean and Sean Van Tyne. Among the companies profiled in the book is EMN8, a manufacturer of self-service kiosks for quick service restaurants (QSR) and
In my previous blog, Pouring profits, I posed the question: “How have you observed businesses capitalizing on (or forfeiting) opportunities to capture revenue and increase profit by offering customers enhanced service experiences?” While the post received a fair number of clicks, there have been no responses to my question. Undeterred,
Last month, a colleague and I had dinner at a Maine microbrewery. Being unfamiliar with its selection of microbrew beers, I ordered a beer flight from our server in order to sample the variety of ales available on tap. For the uninitiated, a beer flight is a selection of beers
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