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.
This post is the ninth in a series 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 ninth obstacle is deception. Deception encompasses everything from the fine
This post is the sixth in a series 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 sixth obstacle is a low-trust service culture. A low-trust service
Remember the Aesop’s Fable, The Goose with the Golden Eggs? A man and his wife had the good fortune to own a goose that laid a golden egg every day. Lucky though they were, they soon began to think they were not getting rich fast enough. Imagining the goose must
Yesterday I went to my local King Soopers to buy the last few ingredients for our Cinco de Mayo celebration. As I was awaiting check-out in the express lane, the customer ahead of me questioned the price of a loaf of Sara Lee white bread. I’m not sure what he
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it. For example, before the relationship develops, there may be frequent but informal contact. In business, that may look like a weekly e-newsletter that over time
I met with a colleague this morning who shared a great story to underscore the importance of reinforcing trust with customers. Trust is a two-way street: customers have to trust the companies with whom they do business and companies have to trust the customers they serve. If customers don’t trust
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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