Archive for the ‘Good customer service’ Category

Why The Social Customer Deserves Your Attention

July 12, 2012

In a nutshell, this is why the social customer deserves your attention:

  • They will spend more money to receive excellent customer service
  • They won’t buy from you if you give them poor service
  • They tell more people about their experience (good or bad)

This article and infographic by Tricia Morris succinctly describes why the social customer deserves your attention.


Myth Buster – The Customer is NOT Always Right

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!

Customer service is not a transaction, it is an experience

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!

It’s 2012 and you are STILL ignoring Social Customer Service? #facepalm

March 2, 2012

I came across a chart in Information Week’s article, “How To Get From CRM To Social” that blew me away. As in “OMG, you have got to be kidding me” blown away.

Check this out:


On Feb 22, 2012, Twitter hit 500 million users. With a world population of 7 billion people, approximately 1 in 14 people have a Twitter account. Yet, only 12% of businesses in this survey have a formal process for responding to customer complaints on Twitter.

With the number of Facebook users projected to hit 1 billion this year, approximately 1 in 7 people will use Facebook. But only 17% (approx 1 in 6) businesses surveyed are ready to respond to their customers.

That’s a lot of customers not being serviced. #Facepalm

A Lesson in Memorable Experiences – courtesy of Metrovino restaurant

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. (more…)

What’s the ROI? Customer Service & Social Media

October 15, 2010

So you’ve decided to use Social Media to extend your customer service efforts out to where your customers are talking. Cool! Now comes the hard part – answering the inevitable question, “What is the ROI?”

It’s a tough question to answer because Social Media ROI is not always easily broken out in dollars & cents. What’s the cost of a complaint that goes unanswered? What’s the revenue impact of a positive mention?

I spent a good chunk of time investigating this question from a customer service perspective. In the end, I think the best answer comes from Frank Eliason, the man who started Comcast’s Social Media customer service program, Comcastcares.

See if you agree with how Frank answers the ROI question – I do!

Customer Loyalty

July 4, 2010

Thanks to the euro’s declining value, mortgage rates are at their lowest in years. Like many others, we are taking advantage of these low rates to refinance our home. We chose to re-finance using our original mortgage broker (Usher Financial Group) because they cultivated a strong relationship with us that continued post-sale.

As we picked up the closing check at our bank (also happens to hold our current mortgage), the teller asked “Why didn’t you use us?” This guy asked the wrong question! What he should have asked is “What could we have done to win your business?”

Doing business with your customers is NOT the same as having a relationship with them. If you want to win my business, then cultivate a relationship with me. No relationship = zero loyalty.

How do you cultivate customer loyalty? What makes you a loyal customer? Leave a comment and share your tips on cultivating customer loyalty.

Customer Service needs Social Media

June 16, 2010

I believe in the power of Social Media. It has kept me connected to family, re-connected me with old friends, and helped me build stronger personal and professional relationships.

I believe in the power of Social Media to improve customer service. I’ve used it to resolve my own customer service problems so I know it works! Gone are the days when Customer Service dictates how and when a customer contacts them for help.  Now, we must go to where our customers are and make things right when our products or services fall short of their expectations.

In my mind, it is a no-brainer. But there are skeptics that need convincing so I am building a business case to persuade them that the investment is necessary. During my research, I came across this video from Socialnomics that states my case perfectly (and the music is cool too).

What really sticks with me is the notion “Word of Mouth -> World of Mouth”. Take the time to watch it and let me know what you think.

Twitter role model – Best Buy’s Twelpforce

May 28, 2010

As part of my efforts to get Customer Service a larger role within my company’s Social Media initiatives, I’ve been researching how other companies have built and run their Social Media programs. My goal is to identify some best practices that can be incorporated into our fledgling Twitter outreach program.

Earlier this week, I spent some time researching Best Buy’s Twelpforce.


Johnny the Bagger

January 4, 2010

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?”

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