Specializing in, How to Give Exceptional Customer Service
To Book Lisa:
The new year is traditionally the time to re-focus and get serious aboutgoals. For customer loyalty, your customer experience better be at the topof your goal list. Over the last few years, customers have made it clearthey want a relationship and a memorable experience. Creating loyal, engaged customers is harder than ever. Here are strategiesto…
Customers are impatient, picky, demanding and savvy. They are also THE reason a business exists – to serve and sell the customer. To make 2011 a profitable year, here are the 5 Bs of what customers want – 1. Be Fast. Customers are impatient and want things faster than ever before. Think about your customer…
Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage. None of that is big news. I am a member of plenty of these programs. And many of us will admit,some of those companies we really do not like…
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 show up inside the promised window, the company has to give the customer a month’s…
It is nice to hear about kindness and service in unusual places. Family friends had a very unfortunate car accident on their way to their annual beach vacation. They were traveling in two cars – dad, mom and youngest daughter in the lead and the two teenagers following behind. Traffic came to sudden and complete…
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 I received a 50% off coupon for the salon I’ve been going to for 6…
Recently I attended the National Speakers Association held at the Marriott World Center in Orlando. This is a bunch of people who travel for a living and are picky about their customer service – myself certainly included. This Marriott is not perfect however the servers in the restaurants stood out. Let me tell you about…
Are you good or great? A good business is where the employees know their customer’s name but a great business is when the customer knows the employee’s names. Which is true of your organization? Loyalty is created when the employee delivers a memorable and emotional service experience. A service experience that stands out can be…
In a commodity world, customer loyalty is harder to achieve. Customers want you to stand out and earn their trust. Here is a list of strategies to create a customer centric organization. 1. Get to know the customer. Listen and show you have listened. Deepen the relationship with your knowledge of them and their buying…
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 – Quick and Effective Issue Resolution. This means team members must have information and authority at their command. Make certain your processes…