Trust Your Customers
There is a small independent theater at the Chase Park Plaza Hotel in St. Louis owned by Harman Moseley. While we were standing in line to get into the theater, my wife went to the restroom. She set...
View ArticleKeeping the Customer Satisfied with Recovery
Someone once said… “99% customer satisfaction is meaningless when your customer is in that lone 1%.” In my speeches I talk about making NO MISTAKES! But, is that realistic? I don’t think so. “No...
View ArticleCustomer Service Tip from Lexus
Lexus has once again (for the fourteenth time since 1991) topped the JD Powers Customer Service Index survey. It is no surprise as they are known for a quality product and the stellar customer service...
View ArticleHow Can You Achieve Customer Loyalty
Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction scores, which they think leads to loyalty. However, these...
View ArticleHigh Customer Satisfaction Scores Do Not Mean Increased Revenue
Over the years I’ve written that to create customer loyalty, you must focus on two things: customer service and creating confidence. The combination of those two gives you a shot at creating customer...
View ArticleCreate a Customer Service Board of Directors
My last article discussed the idea of creating a “Customer Board of Directors” from your community of customers. This article focuses on creating a “Customer Service Board of Directors.” The...
View Article5 Top Customer Service Articles For the Week of July 16 – 20, 2012
Each week I read a number of articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think, too....
View ArticleGuest Blog: Customer what?
This week on our Friends on Friday guest blog post, my colleague David Horsager talks about how important it is to deliver great customer service with sincerity. This reminds me of the saying, “Don’t...
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Guest Blog: Can’t Buy Me Love or Superior Customer Experience
This week on our Friends on Friday guest blog post, my colleague Gregory Yankelovich writes about how customer satisfaction must be measured and examined in all departments of a company. I have always...
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Guest Blog: Customer Satisfaction and Market Intelligence
This week on our Friends on Friday guest blog post, my colleague Gregory Yankelovich writes about the importance of measuring customer satisfaction for predicting success. I have always said that...
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