November 2008

New Resource: AllTop.com

November 30, 2008

File this under “cool new resources”. I just learned (via Chris Brogan with an assist from Guy Kawasaki) about a useful website called AllTop.com. They aggregate headlines from a variety of (what they consider) top sources of news and info. From their About page: We help you explore your passions by collecting stories from “all [...]

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Does your company have invisible customers?

November 29, 2008

It’s something most of us have felt at one time or another. And it’s the worst thing a company can do to a customer: Make them feel INVISIBLE. As a customer you are invisible when you feel you’re being ignored. You’re needs are not being met. You are there trying to BE a customer but [...]

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Top Ten Ways Retailers Can Sell More This Holiday Season

November 28, 2008

Even though Black Friday has begun, there is still time for retailers to increase their chances of having a good holiday shopping season. We all know customer service is important, but it’s critical during stressful times like the holidays. And when the economy is sour and people want the most for their money, one of [...]

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Make Your Customers Smile

November 26, 2008

Kevin Stirtz’s Amazing Service Rule #4: Make Your Customers Smile To some people this might seem a little too mushy, too “warm and fuzzy”. After all, isn’t it more important to give our customers what they want? (There is research that says customers will be more loyal if they get what they want rather than [...]

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What Do Your Customers Want?

November 26, 2008

I read a recent report by Accenture that I found downright exciting. It’s the results of their 2008 Customer Satisfaction Survey. (Click here to download your own copy.) Much of the report was old news to me simply because I live and breathe this stuff. But I think every business owner, executive, manager, employee, consultant [...]

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Some people just know how to serve

November 20, 2008

Thanks to my friend Chris Elliott (over at Elliott.org) for this news item. Chris tells us about a customer service agent at Delta Airlines who understands the meaning of service. The long and short of it is that several US service men were traveling and their tickets had not been paid yet. This prevented them [...]

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Event notice – Live Webcast: Ten Secrets for Successful Customer Service

November 20, 2008

Just got an email from RightNow Technologies regarding their upcoming live webcast. It’s called: “Ten Secrets for Successful Customer Service” and so, of course, it got my attention. Here’s how the email describes it: What are the secrets to managing customer interactions that allow you to deepen engagement and drive revenue while reducing service costs?

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Assure Your Customers

November 20, 2008

Kevin Stirtz’s Amazing Service Rule #42 “Assure your customers.” Customers come to us for one of two reasons. They want our help to accomplish something or to avoid something. They know they outcome they want. They engage our expertise and resources to get there.

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Pix and Notes from Kuala Lumpur

November 19, 2008

Recently I taught a seminar in Kuala Lumpur (Malaysia). Since neither of us had been there before I brought my favorite traveling buddy (also known as my wife, Debbie). She’s always game for a new adventure, especially if it involves travel. Here are some pictures from our journey you might find fun. First, let’s start [...]

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When You Care, Service is Easy

November 19, 2008

My wife and I are pet people. Our pets are our companions. So two years ago, when one of our two dogs died, we struggled with the question of getting another one. Our vet reminded us that our remaining dog, Maggie, would likely fare better with another dog in the house. It was what she [...]

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Amazing Service comes in all shapes and sizes

November 11, 2008

Paul Schmelzer writes for a number of publications both online and off. He knows a good story when he sees one. He didn’t have to look far for this one he shared recently on Eyeteeth. “The other night, I got a call from a dejected Seven. My 12-year-old nephew, who’s been living with us for [...]

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