Posts Tagged ‘service’

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.

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!

Social Customer Service – What are the Metrics?

November 5, 2010

There are plenty of articles on how to measure the effectiveness of Social Media Marketing efforts. But Social Customer Service is a different animal and needs other metrics to gauge its effectiveness and impact.

The metrics you gather will provide important insight for your organization. Although there are differences between Social Marketing and Social Customer Service, there is overlap.  I have worked closely with our Marketing team to determine what to measure and what our “success metrics” should look like.  (more…)

Invasion of the Plate Snatchers

August 12, 2010

I’m usually not too paranoid, but I must warn unsuspecting diners of a very real danger. Oh yes, be afraid, be very afraid. For THEY are around, lurking just out of sight, ready to pounce without warning. And you may become their next victim. (gasp!)

THEY are………… the Plate Snatchers!   Bwahaha!

THEY will swoop in and snatch your plate away.

THEY don’t care if they invade your personal space.

THEY don’t care if others are still eating, your plate is theirs.

THEY only care that any empty (or almost empty) plates have vanished.

THEY must not ruin our dining adventures. Hold tight to your plate with both hands.

Defend your Plate!

(So now you know what my pet peeve is when dining out. What’s yours?)

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.

Google Nexus One – Pitfalls of Partnership

January 15, 2010

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.  (more…)

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?”

A Lesson in Customer Communications – Portland Water Bureau

November 30, 2009

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: (more…)

Building Customer Trust

November 16, 2009

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.  (more…)

Going Above and Beyond

October 26, 2009

Lompoc

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.   (more…)


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