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  • 10 Ideas To Maximise Customer Relationships - Forget CRM, Think MCR!

    Practical ideas for maximising relationships with your customers - it's about taking a proactive approach to giuving the best to, getting the best from the customers you want.

  • An Opportunity to Walk in the Customer Support Center’s Shoes

    We live in a world where customers have a wide variety of choices. When you need to purchase something, it’s likely there are many businesses selling similar products or services. How do you choose from whom to buy? This is where customer service can be the great differentiator.

  • Customer Service Journey Map Can Lead to Instant Gratification

    How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. The goal is to make every aspect of the experience an opportunity to deliver instant gratification.

  • Turn Angry Customers into Customer Evangelists

    For my sixth year of speaking at the International Franchise Association’s convention, I decided to take a different approach. I engaged in more of a conversation with the members of this great organization and asked the audience members to share some of their best practices that were related to various topics on the agenda.

  • Turn Employee Customer Service Best Practice into Standard Practice

    I am no stranger to travel … airports, hotels and the like are all in a day’s work. On a recent occasion, I was flying into Las Vegas to present a customer service speech. The client had arranged ground transportation, so I expected to find a driver holding a sign with my name on it at the baggage claim area.

  • Above and Beyond Customer Service

    How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, “They have the best customer service. They go above and beyond.”

  • Five Ways to Lose Your Customer

    A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible – although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. If you want to avoid this, carefully consider these five things that drive customers away.

  • Ten Ways to Create a Customer-Centric Culture

    I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with the employees. If you want to read more about it, there is a wealth of information in the articles on For the short version to get you started, here is a list of the basics.

  • From the Horse's Mouth - Customer Delight In A Hospital

    A very touching story of a remarkable customer experience for a terminally ill cancer patient at Wigan Royal Infirmary

  • 5 Tips for Making the Best of a Bad Customer Experience

    Instead of being depressed or helpless, remember you can always recover, and that can be an opportunity to win customers and generate positive word-of-mouth. Here are five tips to help you learn from each bad customer experience problem and retain your customers.

  • Solving Customer Problems, Even When They Aren’t Our Fault

    It was 4 p.m. on a Sunday and I had just arrived in Las Vegas. I was on the sixth day of a nine-day, multi-city speaking tour and was scheduled to speak at a black-tie event at 6 p.m. that day. Unfortunately, although I had arrived in the city on time, my tuxedo did not. Rather than toting it through several cities, I had shipped it to the hotel … but it never arrived.

  • Respect your Customers’ Time: Resolve Customer Service Complaints Quickly

    Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service?

  • Customer Service Automated Responses - How Not To Do It!

    An automated customer service reply from United Airlines highlights how not to do it if you really value your customers

  • The Decline Of Customer Loyalty - Deal With It!

    There's a decline in customer loyalty according to a new report - Andy Hanselman highlights how customer focused businesses deal with it!

  • Make Your Customers' Problems Vanish! A Lesson From The World Cup!

    The innovation of the referees' 'vanishing' white line at the World Cup has lessons for businesses everywhere

  • Customer Experience Lesson from Superstar Athlete

    Recognized as one of the greatest basketball players to ever play the game, Earvin “Magic” Johnson is also successful in business, perhaps even more so. He is known for guiding typical suburban businesses into urban America. On the basketball court, he played to win by understanding and defeating his competition. In business, he wins by understanding his customers and offering them something of value.

  • You Can Be a Customer Service Hero (Don’t Miss the Opportunity!)

    My 20-year-old daughter recently dropped her phone and shattered the screen. It happened as we were leaving a restaurant where we had lunch before taking her to the airport. She was catching a flight to the UK to spend a semester studying abroad.

  • Disappointed Customers? In The UK They Quit Faster, In The US, They Shout Louder!

    A new report suggests that there's a difference between UK and US customers when it comes to 'Dealing With Disappointment'.

  • Service Recovery - Regaining Your Customer's Trust

    Service recovery is important to sustaining a solid business reputation. While mistakes do happen, the customer is depending upon you to quickly correct the situation.

  • Customer Service Is More than Just Being Nice

    I recently had the privilege of speaking to the people of Ace Hardware about creating amazing customer service. If you know anything about Ace, you might be thinking that they could be the ones delivering the lesson on service – Ace has built its own special brand of customer service centered on being helpful.