Category: Customer Service

Do You See What Your Customers and Prospects See?

Have you been wondering why your customer retention is not higher? Or is customer retention good but new business generation is below expectations? Are you unable to attract the right employees? These and similar issues may be indications that you’re not be able to see the true you in the mirror! I often listen to…

Read more

7 Ways to Serve Your Internal Customer “The Employee” Better

In my previous article, Are You Failing the Most Important Customer: “The Employee?” we addressed the question, “If you considered the people that worked for you as your largest and most important customers, would you behave toward them or see them any differently than you do today?” I addressed two issues I think all organizations…

Read more

The Most Important Conversation You Should Have

Throughout my career I have seen history repeat itself over and over again: leaders making important changes without having a conversation with their most important sources — their customers. You see, what leaders are looking for is data that supports the path they have always followed or believed to be the best strategy for their…

Read more

Is Customer Loyalty in Your Strategic Plan?

In his book, Customer Satisfaction is Worthless:  Customer Loyalty is Priceless, Jeffrey Gitomer said, “Satisfaction is no longer the acceptable measurement of customer service success”. This is the reality of business today: No matter how satisfied you think your customers are, you need to make an emotional connection and develop a long-term relationship, or that…

Read more

Let Your Customers Do the Talking

We live in an increasingly social world. Today, roughly 90% of consumers will read product or service reviews online before making a purchase decision. Clearly our customers, and the information they provide to others about us, influence our success and our reputation. There was a great article from Bill Lee on the Harvard Business Review’s…

Read more

Employees Are Your Most Important Customer, Part 2

I wrote an article about the many reasons why your employees are your most important customers. I wrote about how keeping your employees happy is one of the easiest ways to keep your customers happy. Happy employees give great customer service and create great word-of-mouth for the company. When I read an editorial in the…

Read more

Customer Service Points You Have to Get Right

A few weeks ago, JD Power released its list of 2012 Customer Service Champions. I found it interesting that there were three airlines on the list. You don’t usually think of the airline industry as customer-focused. Yet three airline companies managed to impress JD Power with their fanatical attention to customer service—so much so that…

Read more

Why Your Customer Service Sucks

Customer service is the new luxury. I’m convinced that the company that owns the voice of the customer and uses it to build an organizational culture that focuses on delighting the customer through uncommon service strategy will own the marketplace. Unfortunately far too few businesses think like their customers, which affects their ability to deliver…

Read more

Customer Retention is a Business Imperative

Do you sometimes focus so hard on getting new business that you lost sight of how crucial it is to keep existing customers coming back for more. How many of your key priorities for this quarter relate to programs to increase customer retention? Customer loyalty is one of the strongest indicators of how healthy your…

Read more

What Impact Does Culture Change Have on Results?

In Cindy Krischer Goodman’s article “Culture change: Just do it” (Miami Herald, 10/6/2010), there are two examples of successful cultural transformations in progress. If you missed the article, it was about how Barbara Simmons, CEO of Plantation General Hospital, has rallied her employees’ customer service and job satisfaction and the efforts of Kim Cripe, CEO of…

Read more