There is plenty of great research on why customer service should be a differentiating strategy for organizations. Given that my business is helping companies improve their customer service experience, I love the statistics. Customers for years have been telling us…
OK, here it comes, I am about to tell you something you know already -- Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the…
The new year is traditionally the time to re-focus and get serious about goals. For customer loyalty, your customer experience better be at the top of your goal list. Over the last few years, customers have made it clear they…
It is a shame that New York City regulators have been forced to get involved in the repair business of cable companies. The city has drafted a contract with the cable TV providers that states: “If the technician fails to…
Everywhere you turn today you hear about the importance of customer satisfaction. From the bank to the phone company to the video store, every business seems to proclaim that “The Customer Is King,” that “People Are Our Business,” that “Your…
It doesn’t get any better than when a colleague sends me her recent customer experience. It is best if I let you hear it from her – “I made an appointment to get my hair cut a week ago because…
In the days when I was CEO at Southwest Airlines, just after airline deregulation, we prided ourselves in having frequent, convenient and low priced service between Dallas Love Field and: Houston Hobby, San Antonio, Austin Oklahoma City, Tulsa, New Orleans,…
Recent research from the Strativity Group, (August 2009), gives us insight into what seems to be a tough to answer question. What do customers want from their buying experience? Their research found – 1. Quick and Effective Issue Resolution. This…
In this marketplace, you can not afford to have a poor attitude showing to your customers. What are your employees saying when you are not listening? I have to admit my jaw dropped when I heard this on a recent…
As Valentine's Day approaches, it is a great time to ask if your customers are "feeling the love?" Most of the same principles that make for a healthy personal relationship apply to your customer relationships. Here are some thoughts to…
With a new year comes the annual list of "trends to watch". When reading a recent list researched by JWT Intelligence http://lisaford.blogspot.com/2010/01/www.jwtintelligence.com, I started to think how these trends relate to your customer's loyalty. To gain your customer's trust and…
After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when…
I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don't pay…
A customer service trainer interviews Lisa Ford, speaker and author of Exceptional Customer Service - Going Beyond Good Service to Exceed the Customer's Expectations. How can you become more customer-focused? How do you know if your service efforts are actually…
Tough times require a renewed focus on customer service. You will not survive without loyal customers. It may be tempting to lower your price or fees to get a customer but you most likely will attract a customer who is…
Today's buzz words in the world of customer service are "customer engagement" and "customer centric". The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can't help but think…
What was your latest customer service slogan? "The customer is always right", "The customer comes first", or how about this one - "The Year of the Customer". I spoke recently at an event and that was the theme of the…
Many companies follow the same formulas for bringing them closer 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,…
Dr. Tony Alessandra talks about creating creating customer loyalty and retention by turning your customers into "Apostles". Learn the steps needed to turn customers into raving fans that will preach the benefits of your business. Watch the video: "Dr. Tony…
