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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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CUSTOMERS
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When it comes to customer service, who needs a human touch? Not Wal-Mart’s online customers, apparently. As part of what Wal-Mart is calling its “Customer Contact Reduction” program, by next week, Walmart.com, the company’s online arm, will no longer give customers a toll-free phone number to call–or any phone number, for that matter–if they have a question. |
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Monday, 24 September 2007 |
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A recent survey which covered cities across the nation including: Phoenix, Dallas, Kansas City, Atlanta, Seattle, Los Angeles, Miami, Chicago, Boston and New York. Customer service and experience was tested in the following sectors: real estate, furniture stores, fast-food, department stores, bars, electronics retailers, mobile phone retailers, home improvement retailers, coffee shops, banks, gas stations drug stores and grocery stores. |
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Monday, 24 September 2007 |
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Great online customer service doesn't happen with only money or gee-whiz technology. It's about commitment. |
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Monday, 24 September 2007 |
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Creating consistently good customer experiences is one of the hardest tasks in business. Here are ideas from our winners |
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Tuesday, 18 September 2007 |
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Good service prototypes appeal to the emotions and avoid drawing attention to features, costs, and applications that can clutter the conversation and derail the excitement factor. Storytelling, vignettes, cartoons, amateur videos -- all are low-budget tools that bypass the intellectual "gristmill" and go straight to the heart. |
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Monday, 17 September 2007 |
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No matter how good you are at customer service, let's face it: Periodically you are going to screw up. That's when you face a test - and an opportunity. Handle the incident poorly and you may create a corps of negative customer evangelists, trash-talking your business to anyone who'll listen. Fix the situation, and you may secure a customer for life. |
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Monday, 17 September 2007 |
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Entertainment, education, escapism and aesthetics are key to the right environment. To help you design richer experiences for your customer, incorporating all four of these elements, try asking yourself the following questions. |
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Friday, 14 September 2007 |
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Problems at computer-maker Dell illustrate a lesson that can't be taught too often: Poor customer service can tarnish even the most sterling reputations. That's especially true in the Internet age, when review sites such as Yelp make it easier than ever for customers to vent their frustrations for all the world to see. |
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Wednesday, 12 September 2007 |
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It must be Opposite Day at Netflix. The direct-mail video rental company has gone and done something crazy: They added a whole department of customer service people to make it easier for their customers to get a real human on the phone. |
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Tuesday, 11 September 2007 |
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If a patient asks why something cannot be done, your staff should not state that "this is office policy" and leave it at that; they should offer an explanation as to why something cannot be done. This is often enough to satisfy patients, yet rigid policies are common flaws in many professional offices. Solving patients' problems is an essential part of customer service. |
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Monday, 10 September 2007 |
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