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Quality customer service starts in the executive suite. Everything begins at the top and permeates down. Performance failures and pissed off customers result when leaders do not ensure department metrics, processes, and behaviors align with expectations. Customer service suffers when employees are not treated as adults and not valued. |
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Thursday, 06 March 2008 |
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The "tipping point" toward market leadership for many companies is when they decide to place a greater strategic emphasis on Customer Service and Support as part of their overall CRM strategy. When Customer Service is re-framed as a Profit Center, it can become a strategic factor in your firm's growth and profitability. If this change hasn't already occurred in your organization, it may be your opportunity to be the catalyst to create the "tipping point" for your organization's change. |
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Monday, 03 March 2008 |
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In today's competitive retail environment, the focus is on building customer loyalty, and that means delighting your customers. It is not possible to delight your customers if you and your staff are not delighted yourselves. |
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Monday, 03 March 2008 |
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These days, a snafu can wind up on YouTube. Here's how smart companies keep clients happy. Good customer service would seem to be a simple matter. Make policies flexible. Don't force customers to play call-center phone tag. Hire friendly people, train them well, and reward them with healthy pay and benefits. |
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Wednesday, 27 February 2008 |
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As talk of a recession permeates the evening news - we have naturally begun thinking about how it might affect our clients and the industries we serve, primarily the hospitality industry. When economic troubles loom, we’ve found the usual knee-jerk reaction is to sacrifice programs associated with quality and the customer experience – training, quality assurance and mystery shopping programs, guest research, etc. |
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Monday, 25 February 2008 |
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"Every one percent increase in customer loyalty represents approximately $100 million in revenue," reported Michael Glenn, executive vice president of FedEx in Memphis, Tenn. "We spend a lot of time looking at how to build customer loyalty." The effort is clearly paying off. Customer attrition averages in the "mid-single digits" -- an impressive figure for a service company. |
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Monday, 25 February 2008 |
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"Every customer experience is designed to endear customers to us," blogs Dale Wolf. "We give a perfect customer experience, even when it costs us to do so. We do this because it builds trust and people buy from companies they trust. If the conclusion is that you cannot trust Facebook, then you should either be very careful [about] what you share with them ... [or] vote with your feet." |
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Monday, 25 February 2008 |
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Customer satisfaction with the goods and services that Americans buy declined in the fourth quarter of 2007, according to a report released by the University of Michigan’s American Customer Satisfaction Index (ACSI). The index falls to 74.9 on the ACSI’s 100-point scale, down 0.4 percent to its lowest score of 2007. |
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Friday, 22 February 2008 |
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Online retailers are delivering the goods and better customer service than traditional stores, according to a University of Michigan study. Customer satisfaction with online retail was even with last year at 83 points on a 100-point scale, but surpassed brick-and-mortar retailers by 12%, according to the American Customer Satisfaction Index. |
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Tuesday, 19 February 2008 |
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You know the stories: There's the legendary tale of a Nordstrom clerk who refunded the price of a customer's tires, even though Nordstrom doesn't sell tires. And who could forget the one about a Midwest Express employee who lent his own suit to a passenger whose luggage had been lost? |
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Tuesday, 19 February 2008 |
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