During a recent interview, I was asked, “How long does the effect of ‘delight’ (on a customer) last?” The value of exploring a question like this is that it forces us to examine those variables that contribute to creating lasting positive impressions for our customers. If this knowledge can be
Over the weekend I received an email from a New Zealand consultant who is working with a bus tour operator to transition from a product focus to a customer focus. For a bus tour operator, a product focus emphasizes the travel itinerary and mode of transportation for the current trip,
This is the seventh post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: A recent study by Bloomberg Businessweek showed that companies with the worst customer satisfaction had better performing stocks. How can
This is the sixth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: Is the ability to create delighted customers something that can be taught or something that is inherent in the employee’s
This is the fifth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: How do you balance providing “above and beyond” customer service with being efficient with the volume of inquiries you receive?
This is the fourth post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: What is your opinion on automating responses to email inquiries based on content included in the inquiry to improve response
This is the third post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: How can you incent or encourage voluntary behaviors that get to customer delight if it’s not part of the expected
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”
This is the first post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to
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