There’s a lot of talk about branding. How to brand your business so you can attract the right customers (and a lot of them) is an important topic. But many people get it all wrong. Too many people think branding is all about telling. They create ads and brochures and websites and a million other ways to tell people all about their brand. And this sort of telling typically talks about how wonderful the company is, how many awards they’ve won or great their product or service is. But the most effective way to build a brand is to show [...]
A lot of people think Toyota has a quality problem these days. But I would say their biggest problem is a customer service one. Let’s look at the basics. Customer service is all about giving customers the right experience. Do this and they’ll remain loyal. Fail at this and they’ll leave you faster than you can say “cancel my order”. The core issue Toyota is facing is about quality. An accelerator that sticks in too many of your cars is a bad thing. It’s even worse when people get injured because of it. The good news is only a tiny [...]
Here is your Daily Dose of Amazing Service: You are the company And here are some additional thoughts on this topic… No matter what your role is, when you help a customer, in their eyes you are the company. What you do and how you do it becomes your company’s image, to the customers you serve.
One of the biggest mistakes business people make is thinking they know what their customers want, but not really knowing. This is easy to do. And it happens more often than we like to admit.
A few years ago, Krispy Kreme stormed the the Minneapolis-St. Paul area like a blizzard in February. Their little donut factories
Here is your Daily Dose of Amazing Service: Do the right thing right away And here are some additional thoughts on this topic… Recently I read an article about a traveler who had a bad customer experience at the hands of Alamo Car Rental. The customer was significantly overcharged and the company refused to fix the problem after several requests by the customer. Correction. They refused to fix it until
“If you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
-Jeff Bezos, Founder of Amazon.com
The days of ducking down and hoping nobody will notice when things go awry are over. These days, if customers get a bad
Here is your Daily Dose of Amazing Service: You are your company’s brand And here are some additional thoughts on this topic… People do business with companies for a variety of reasons. One reason is the company’s brand or reputation. This is more than a logo or slogan. It’s what people think of a company and how they feel about it. Your brand will either attract customers or repel them.
Here is your Daily Dose of Amazing Service: Find ways to do something extra for your customers And here are some additional thoughts on this topic… One of the easiest and fastest ways to make a customer smile is to do something extra. Because it’s unexpected, it’s a pleasant surprise. It’s something they’ll remember and talk about. There’s another reason to do something extra for your customers: