April 13, 2012
MYTH: “The customer is always right”.
TRUTH: The customer is not always right. They are (at times) wrong, wrong wrong!
TRUTH: The customer is ALWAYS the customer.
I keep this second truth in mind when I am negotiating, re-setting expectations, and resolving issues.
Treat your customers with respect, listen to them, and manage their expectations. They may not always be right, but they are always the customer!
March 24, 2012
I read an insightful post by Alice Wright on customer surveys. Her main point was how focusing on customer survey results can get in the way of providing excellent service. I’ve often found myself in similar situations – especially in retail environments – where the person who rang me up practically begged me to give him/her the highest rating.
Whenever this happens (I’m looking at you big-box retailer!), I typically think, “Um, no, I will not take the survey because you didn’t provide me with any service. You just rang up my order”. Ringing up my order is a transaction, it is not customer service.
Too many people confuse transaction assistance with customer service – they are not the same animal. If you offer me something unexpected, or give me a cool tip on a product or service, that’s a different story. Now you have provided me with service (along with my transaction). As a result, I am more inclined to take the survey AND give high marks.
Maybe we should rename some “customer service” positions and call them “transaction assistance” positions. Perhaps that will lessen the confusion of what customer service truly is. It’s not a transaction, it is about providing a memorable experience!
May 16, 2011
Want to build customer loyalty? Adding a personal touch will provide your customers with “memorable experiences” and make them feel special.
I had one of my most memorable dining experiences ever last week. Sure, the food was superb and the service was excellent – after all, I live in Portland OR, one of the best foodie cities in the nation! Nope, our experience was memorable because the restaurant made us feel special. Read the rest of this entry »
January 19, 2011
Convenience sells. Convenience brings in new customers. Convenience keeps customers coming back for more.
Walgreens’ mobile app is a great example of how technology can improve the customer experience. Available for iPhone, Android, and Blackberry, this handy app epitomizes convenience.
Need to refill your prescription? Simply use your phone’s camera to scan the bar code and send in your order. Want to know when your prescription is ready for pick-up? No problem-o, just sign up for text alerts. Have to order photo prints? Piece of cake!
Simple, easy-to-use, convenient – a winning combination!