In this video, Ross Shafer talks about an amazing customer experience he had at a well known hotel brand. The story is both funny and inspiring. But there’s something in the story that stands out and, in my opinion, tarnished the brand’s image. In the video it’s just a funny aside but in the real world it can make a big difference to companies and customers. About midway through the video, Ross is sharing with us how he talked to several people at the hotel about this wonderful employee. And each time he gave his glowing feedback to someone, they asked [...]
Customer Feedback & User Voice
These articles and resources help you find ways to make it easy and convenient for customers to offer feedback.
The Chicago Blackhawks are all about customer service. Okay, maybe that’s not entirely true. No doubt they’re more excited about winning hockey games and getting a slot in the NHL playoffs. But they are on record as saying customer service is important to them. So important, in fact, they have beefed up their efforts to engage their fans. The NHL website reports (today) that the Chicago Blackhawks franchise has launched: “The ‘Fan’s Voice’ program which is geared toward providing customers with the best possible overall fan experience at the United Center.” The news report says this is an elevated effort [...]
In the last 24 hours, the ‘net has been abuzz with Google’s admission that their SEO is not as good as it could be. Some see this as a sign that Google “ain’t all that”. Others see it as a reason to question the value of SEO. Regardless of what you make of Google’s SEO revelation, I see some lessons here for all of us. 1. Openness and honesty are cool. (And they make a difference.) By telling the world they’re not perfect Google becomes more genuine. And they’ll attract more people to them. No one likes an arrogant “know-it-all”. [...]
A while ago I was engaged to do a customer service seminar for a city. One of the things they wanted to talk about was establishing customer service standards. So I began a search for other cities that had already established customer service standards to see what their experience had been. My first search in Google was: “customer service standards”. The results surprised me. In the first three pages (98% of users rarely look beyond page 3 of their search results ) there were no for-profit companies listed in Google’s search results. The majority were government. Federal, state and local [...]
A recent article about Burger King points to a weakness in what seemed like a profitable marketing strategy. It reveals lower earnings by the company at a time when many of their so-called “Super Customers” are leaving them. According to the article, BK has focused much of their marketing on customer 18 to 34 years old. And their marketing strategy has been to focus on entertaining and even irreverent (some say offensive) ads. The idea seemed to be that funny ads could attract and keep their target customers. But now, due to changes in the U.S. economy and culture, BK [...]
Here is your Daily Dose of Amazing Service: Be passionate about customer feedback And here are some additional thoughts on this topic… Recently I was chatting online with a guy who does web design and software development. I was evaluating one of his products. At one point I asked him if he wanted feedback and if so how he preferred to get it. His response: “I want all feedback!” I love this. He’s actually passionate about getting feedback. This is a refreshing change from many people who avoid customer feedback like a virus. The more customer feedback you get, the [...]
Here is your Daily Dose of Amazing Service: Customer feedback can improve products and services And here are some additional thoughts on this topic… Not long ago I was reviewing the website of a software developer. His product is used on thousands of websites (including AmazingServiceGuy.com) and is considered by many to be the best in its class. (You can count me as one of that “many”.) As good as this product is, the developer, Chris Pearson, is always improving it. One of the ways he does that is by getting feedback from his customers. Here’s an example that tells [...]
