|
Creating consistently good customer experiences is one of the hardest tasks in business. Here are ideas from our winners |
|
Tuesday, 18 September 2007 |
|
|
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. |
|
Monday, 17 September 2007 |
|
|
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. |
|
Monday, 17 September 2007 |
|
|
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. |
|
Friday, 14 September 2007 |
|
|
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. |
|
Wednesday, 12 September 2007 |
|
|
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. |
|
Tuesday, 11 September 2007 |
|
|
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. |
|
Monday, 10 September 2007 |
|
|
There was a time when credit unions had membership restrictions such as serving a group of employees. Not anymore. Today, most credit unions have expanded their membership base to reach more people. A recent survey showed credit card consumers prefer doing business with credit unions over banks. |
|
Tuesday, 04 September 2007 |
|
|
" People used what they called a telephone because they hated being close together and they were scared of being alone ." Chuck Palahniuk could be right and wrong! In the world of e-commerce, the telephone could be the single most important tool next to your car keys. |
|
Monday, 03 September 2007 |
|
|
If you have been spat on, yelled at or threatened while at work, then chances are you have faced a disgruntled customer. According to Queensland University of Technology PhD researcher Dominique Keeffe, consumer misbehaviour is fast becoming the norm rather than the exception with customers regularly taking out their frustrations on service employees. |
|
Monday, 03 September 2007 |
|
|
<< Start < Previous 1 2 3 4 5 6 7 8 9 10 Next > End >> |
| Results 91 - 100 of 600 |
