One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience Study Tour" in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great Customer Experience. Companies include Prêt-a-manger, Virgin... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want. Presto, like magic, it appears at your... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Never lose your cool. But isn't that a little like closing the barn door after the horses have gotten out? Good customer service should be about a good customer experience... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really clean. I don't mean "do you stick to all the rules and regulations?". I mean, do you and your staff really care about cleanliness and hygiene?Just complying with hygiene regulations will almost certainly result in you breaking them. By meeting... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually being shaped by pressure to ensure steady profitability and a secure competitive advantage.Accountability and a basic fundamental understanding of Performance Management serve as two of the most power tools a Call Center manager has at his/her disposal. Specifically, accountability when... Read More

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any given moment you, your clients, and employees are dealing with one or the other of these challenges in life. No one has escaped from this life untouched by problems, both big and small. No matter how people may appear on... Read More

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Showing 1 - 10 of 296 Articles
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Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

Restaurant Scheduling for Success

- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... Read More