This post originally appeared on Fast Company. This Toronto Uber driver has maintained a 4.99 rating after driving nearly 5,000 passengers. When I climbed into his car, I found out why. I’ve probably taken an Uber two or three times…
There has been much debate on whether call centers will survive. Since customers are armed with many options and channels to access help with issue resolution, the question seems timely and appropriate. However the best leaders of call centers know…
Customer service excuses leave the customer more frustrated, frequently irritated and certainly surprised. In two recent situations, excuses weren’t necessary. Ownership and action would have responded to the issues quickly. In the first encounter, I called a photography studio to…
Many companies follow the same formulas for bringing them close to what they think their customers really want. Concepts like "customer focus" and "customer satisfaction" are warmly embraced. Today, who isn't focusing on satisfying customers? However, in today’s ultra-competitive marketplace,…
This post was first published on the blog of Future Point of View, Scott Klososky's consulting firm. Last weekend I went searching for a home security system. I was trying to decide between two different competitors. What sold me on…
Lisa Ford is a Hall of Fame speaker with over 30 years of experience presenting to businesses, associations and government. She helps companies create customer focused cultures by providing highly customized content for clients such as Edward Jones, Kaiser Permanente, Allstate,…
Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a differentiator. Check how well you deliver consistency with these strategies.…
Everywhere you turn, you hear about the importance of customer satisfaction. From the bank to the phone company to the video store, every business seems to proclaim "The Customer Is King," that "People Are Our Business," and that "Your Satisfaction…
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and will quickly switch to another company to get…
This article by Corey White was first published on Scott Klososky’s blog, Technology Story. Disney is using technology to make The Magic Kingdom a little more magical, and this provides a glimpse into the possibilities of the Internet of Things…
Customers want real and personalized experiences. The best companies are delivering value with individualized and meaningful messages to their customers. The key is the message must be appropriate, relevant and of value. Customers want to be loyal. It is much…
Research and studies consistently prove the power of a positive customer experience. The best organizations know customer experience continues to be a prime differentiator. Research can be very revealing about the reasons for customer’s dissatisfaction, their needs and the reasons…
Customers deserve respect. Their time and money are valuable and their loyalty is priceless. When you pay attention, you can elevate the customer experience. Here are some recent interactions that show the power of paying attention. Check your organization and…
All companies would love to be able to say they are a game changer. Whether it is with their service, brand or innovation, few companies really can claim such a grand statement. Some of the few who come to mind…
Since your customers are your career, you should let them know how special they are. There are many ways you can accomplish this. Not all may apply to you, but think creatively on how you can adapt most of these…
Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leaders set the example as they demonstrate it’s about everyone’s behavior. Leadership has to be focused on the…
There is a lot of talk about customers and their use of social media. Data tells us customers are using it more and companies must be responsive and innovative with their use of it. However, I would like to remind…
Most organizations know how to talk about creating a customer focused culture yet implementation eludes them. Many roadblocks get in the way of the good intentions. The list of roadblocks is quite long. To get started, here are a few…
The best customer service organizations have many things in common. I believe the most important is that its leadership focuses on customer service and the customer experience. Check yourself and your leadership against these four strategies. Leaders dedicate dollars, time…
Do happy employees create happy customers? Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers mean their problems were solved and their needs met. Statistics…
