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Treat Customers Like They Matter Or You Will Lose Them
Recently I had to go to a local collision repair shop for an estimate for some repair work on my car. I was sent to this particular shop by my insurance company for a quote, but was told I could have...
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Satisfied Customers Are Killing Your Business: 3 Strategies to Strengthen...
This is the first in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. People talk about the importance of customer service all the time, yet few...
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Always Go The Extra Mile
In the article Giving Firms an ‘E’ for Effort: Consumer Responses to High-Effort Firms by Andrea C. Morales, assistant professor of marketing at the Marshall School of Business, University of Southern...
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Understanding Priorities To Improve Customer Service
Yesterday I experienced one of the most common missteps of good customer service -- ignoring customers to attend to “organizational” priorities. I was waiting in line to pay for my purchases, but as my...
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10 Customer Service Principles Every Employee Must Know
Even employees who never deal with the public must exhibit good customer service skills. How employees treat each other is the harbinger of how the organization will treat the public. Here is quick...
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6 Golden Rules for Handling Customer Complaints
Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with a complaint. What they don’t understand is that a complaint is actually a...
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Moving from Customer Service to Customer Engagement: 4 Essential Elements of...
This is the second in our 6-part leadership speaker series of articles that looks at stimulating change for epic service. Every company provides customer service, and good customer service just doesn’t...
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10 Tips for Impeccable Customer Service and Repeat Customers
Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to be able to stand out from the crowd and offer truly great customer...
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7 Tips To Deal With Unhappy Customers and Improve Customer Experience
No one likes to receive a complaint -- but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer...
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4-Step Approach To Determining Emotional Drivers Of Satisfaction And Loyalty
What makes a customer loyal? Is it the quality of your products? Competitive pricing? Is it customer service? This is a common question that many organizations struggle with – and unfortunately, there...
View ArticleThe End of Simple Questions in a Time When Repeat Business Is Essential
Today’s guest post was written by colleague Richard R. Shapiro, Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and...
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3 Pillars of All Successful Organizations
I like ideas that are easy to remember. That is one key reason why I often use memory hooks -- something that helps me remember more complicated ideas. One memory hook that is always popular is the...
View ArticleVIDEO: On Brand vs. Off Brand Customer Experience
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
View ArticleVIDEO: Bill Talks About Being Outstanding
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
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Leadership Skills: 4 ways to achieve the ultimate customer-focused company
In May 2007, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article for the Harvard...
View ArticleVIDEO: Bill Talks About Delivering Emotional vs. Functional Value
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
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5 Steps to Turn a Negative into a Positive Customer Experience
A negative experience often means the customer goes elsewhere with their business -- and often they tell their friends. So each lost customer means more than just their lost business, but it results in...
View ArticleVIDEO: Bill Talks About How Satisfied Customers are Your Worst Enemy
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
View ArticleVIDEO: Bill Talks About Continuous Improvement
This video is a segment from a longer video created for a client who wanted to on-board their new employees with a consistent message about the culture and expectation of the organization. Bill talks...
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Leadership Tips – Customer Service Training Is For Managers Too
Good managers know that customer service is the lifeblood of any successful company. It’s costly to run a business that is dependent on “new” customers. It’s far more cost efficient to focus on...
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