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 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
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
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
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
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 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
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
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
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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Winning Customer ExperiencesMuch research has been done on what the... Read More
A couple of years ago I had a call from... Read More
CRM was supposed to bring companies closer to their clients.... Read More
It might sound quick and simple, to say how well... Read More
There are two kinds of customer service we all experience... Read More
Are you concerned about customer loyalty? Are your customers so... Read More
Which is more important the technology or the customer?The one... Read More
Having been in business a number of years, I'm amazed... Read More
"Hi this is Randy. Leave me a message after the... Read More
Some businesses have slow paying customers or past due balances... Read More
Customer service is an essential component of any business. Clearly,... Read More
Every customer you have is a word-of-mouth advertiser for you.... Read More
- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More
It's possible that in the course of your business dealings,... Read More
It's The Little Things That Make or Break a Small... Read More
I will not make sales. I will make Customers.I will... Read More
Why bother? Good customer service is the life blood of... Read More
Unless you are brand new to business, or have been... Read More
Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More
While most companies talk about consumer friendliness, customer centricity, customer... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
We all know the old adage, "The Customer is Always... Read More
Why is it that Microsoft wants you to buy its... Read More
With customers being smarter, more cost conscious, more product knowledgeable... Read More
7:00 a.m., the silence in the house is broken by... Read More
Customer service is increasingly seen as one of the most... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
Every customer looks for 3 special benefits when they do... Read More
What do your customers experience when they interact with your... Read More
It never fails to amaze me how many companies have... Read More
In any business our customers are one of our most... Read More
"Thanking your customers" - Why you should do it and... Read More
Do you remember the last time you went into a... Read More
CRM was supposed to bring companies closer to their clients.... Read More
First let us specifically define customer service. It is the... Read More
Is your restaurant, bar or hotel clean? I mean really... Read More
What is your customer saying about you? Do you really... Read More
It all started a couple of weeks ago when a... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
You know how it is, you believe something for so... Read More
With Some Tips on How to RespondTt has probably happened... Read More
Are your company's call center services all that they could... Read More
I got it into my head sometime in December 2004... Read More
There are two Post Offices that I routinely visit. One... Read More
While most companies talk about consumer friendliness, customer centricity, customer... Read More
"Mountains are built one pebble at a time and climbed... Read More
Resistance has to do with putting up blocks that prevent... Read More
If you've called for customer service recently you're familiar with... Read More
There is a battle in Call Centers. The teams are... Read More
It's bound to happen sooner or later ? yes, even... Read More
Those of us doing business over the internet have to... Read More
Many organizations tackle to the issue of customer service by... Read More
Every customer looks for 3 special benefits when they do... Read More
Note to Kmart: It wasn't about the weatherIn the 1970s... Read More
These moments come when a customer or client?1. Hears someone... Read More
$350 million in bad checks are written each and every... Read More
Oh, what has happened to the carbon-based organizational interface? Many... Read More
Q: In a recent column you made the point that... Read More
If you were a customer on the telephone with a... Read More
Those of us in home based and small businesses are... Read More
I'd like to start this article with a test ?What... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
"Society is always taken by surprise at any new example... Read More
It should be a straightforward business scenario: making sure that... Read More
Who was it that said - "The customer is always... Read More
Having been in business a number of years, I'm amazed... Read More
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