The recent launch of Google’s Nexus One Android phone has been an interesting one to follow. Although it is still early in the game, the launch appears to be more fizzle than sizzle.
From a customer service perspective, it seems that the three players (Google, HTC, T-Mobile) either under-estimated or ignored the customer service challenges posed by a multi-vendor partnership. Read the rest of this entry »
Don’t you just love a true-life story where the hero is an ordinary person doing extraordinary things? I do!
To kick-off 2010 on an inspirational note, here is the real-life story of how “Johnny the Bagger” won his customers’ hearts and loyalty by doing something special for them.
Johnny’s story is a touching reminder that great Customer Service doesn’t depend on technological prowess or fancy tools; it comes from the heart.
Although this video is a couple of years old, it still contains a relevant and powerful message for today. Here’s a question we should all ponder: “How do we make our customers feel special?”
Is your company or organization prepared to handle customer communications when the unexpected happens?
Service disruptions and unexpected events require immediate engagement with your customers. The same tools that you use to engage and communicate with your customers for normal business activities need to be utilized in times of crisis.
Over the Thanksgiving weekend, the City of Portland’s Water Bureau experienced a crisis that required immediate and regular customer communications. How they handled this communication left some customers unhappy. Here’s what happened: Read the rest of this entry »
Pssssst? Want to know how to increase customer loyalty? Try building customer trust.
It’s no secret! A key factor to long-term business success is the ability to earn the trust of your customers today. Otherwise, you can forget about them doing business with you tomorrow. Read the rest of this entry »
Companies known for great customer service do an excellent job of service recovery. Disney is one of the best at applying this principle on a daily basis. It’s a smart business practice that wins you strong customer loyalty.
Now let’s take that principle to the next level. What if a company goes above and beyond; not because they are in service recovery mode, but to fix a mistake the customer makes? I had this type of experience recently and it resulted in one of those coveted “Wow-your-Customer” scenarios. Read the rest of this entry »
I recently participated in a local charity’s fund raising event. You know the type – sign up online, setup a fund raising page, recruit more team members and help raise money for a worthy cause.
Once I signed up online, I began to receive encouraging emails from the charity to let me know my participation was appreciated. The emails included fund raising tips, timely reminders of the event’s details and congratulatory announcements when I received an online donation.
It’s happened to all of us in both our personal and professional lives. We make a mistake and need to apologize. It should be easy; just two simple words, “I’m sorry”. But it’s not easy and offering a sincere apology seems to be a bit of a lost art.
In the business world, mistakes can actually be an opportunity to solidify and build your customer relationships. It gives you another chance to fix a customer’s problem, retain their loyalty and even increase their satisfaction. Read the rest of this entry »
By the time you read this, I will be gone. Although we tried to make it work, I just can’t spend any more time with you.
I always wanted to like you. I am proud that you make historic preservation a crucial part of your corporate brand. Modern buildings are sleek and cool, but I would rather hang out in one of your older building that has tons of character.
No, I’m not leaving you because your food and beer is mediocre (although it is). I never expected fine cuisine from you so that isn’t what drove us apart. As long as your service is efficient and friendly I can put up with average food and beer.
The reason I’m leaving is because your service is a ragged disappointment. Oh, I’ve tried to overlook it, but it happens too often. The fun has been sucked out of our “eat, drink, and have a good time” relationship. Read the rest of this entry »
I’ve been a Farmers Market fan for years. I love eating local and there is nothing like having a direct relationship with the farmer who takes such great pride in what they bring to market.
I’ve been a fan of the Lake Oswego Farmers Market since I moved here a couple of summers ago. It is everything a local market should be – close to home with high-quality and local fruits, veggies, cheese, nuts, meats, flowers, breads, and other assorted goodies.
It didn’t take me long to scope out “my” vendors – the German lady with the excellent lettuce, beans, and potatoes. The “Peaches People” who have the most excellent peaches, nectarines and cherries. Oh, and the mushroom lady! Not only does she have all kinds of different mushrooms, she is savvy enough to have a chef cook up different dishes to highlight all the tasty things possible with mushrooms and a little imagination.
But one of my favorite things about this market is not the food or the friendly vendors. It is seeing all of the happy dogs that are taken care of by the market’s free Doggie Day Care service. Read the rest of this entry »
