Customer Service Week (Oct. 3-7) is approaching and, since I work in the field, I suppose I should contribute to the conversation. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. The issue
Yesterday, I received the message below in an email from a blog reader: Ever since I passed your blog to my store manager… I have gotten the vibe that (my interest in improved customer service) is viewed like a puppy…cute but meaningless to the Corporation’s ideals… Profit for the shareholder
According to a recent Accenture survey of 7,000 people from 13 countries, significant gaps exists between what consumers want from their insurers and what they feel they are receiving. For instance, more than three-fifths (61 percent) of respondents said that it was very important for their insurer to provide prompt
A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last nonstop flight to Denver. About ten minutes after the last passenger boarded, my name was called and I was given a seat assignment and permitted
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is the mantra of most airlines. On the surface, it appears noble. The airlines have done a masterful job of limiting customer service in the name
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem reported. Obviously, each customer is different with respect to his temperament and tolerance for mistakes. But dropping the ball here or
Last night, my family and I visited one of those ice cream parlors that use a heated stone to meld together savory concoctions of an array of sweets and premium ice cream. Because each order is usually custom-made, it takes a bit longer to fulfill orders here than in typical
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!
