Customer Engagement

Today we have more ways than ever to engage and connect with our customers. Whether it’s delivering an awesome customer experience or connecting with them through social media to discover how we can help them, we now have a world of tools and techniques we can use to meet our customers where they are.

Use customer service standards to engage customers and employees

February 24, 2010

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 [...]

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Send your customers away

January 13, 2010

There’s a coffee shop in London where the owner sends his customers away, into the arms of his competitors. He does this knowing they’ll come back. And when they come back, they’ll probably be more loyal to his coffee shop. His strategy is surprising but simple. He wants his customers to understand his product. He [...]

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Is your product made by your customers?

January 5, 2010

I’m usually not a fan of ad campaigns. But I do like Microsoft’s new ad campaign for Windows 7, “Made by me”. It features people (average, ordinary Windows users, we are supposed to believe) who talk about how Windows 7 has the features they want, because they TOLD Microsoft they wanted them. Of course, this [...]

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Better customer service means staying in the game

December 23, 2009

Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be reminded of past failures. But the best customer service companies take their failures head on. [...]

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Don’t let automatic customers become invisible customers

December 21, 2009

Here is your Daily Dose of Amazing Service: Don’t let automatic customers become invisible customers And here are some additional thoughts on this topic… At some point we are all automatic customers. Whether it’s a fitness club membership, an insurance policy, a banking relationship or a cell phone account, we all have companies that expect [...]

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Don’t abuse your captive audience

December 17, 2009

Here is your Daily Dose of Amazing Service: Don’t abuse your captive audience And here are some additional thoughts on this topic… Most movie theatres have a few “commercials” before the actual show. You see some previews and a few pitches for popcorn and soft drinks. Theatres know they have a captive audience so they [...]

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Customer feedback can improve products and services

December 16, 2009

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 [...]

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What if these parents didn’t have to protest?

December 16, 2009

An elementary school teacher gets removed from her classroom and placed on administrative leave. When parents find out why they are outraged. They respect this teacher. They know she does good work with their kids. They want her in the classroom, not sitting at home wondering if she’ll ever teach at that school again. So [...]

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Customer retention tip: Be easy to talk to

December 11, 2009

Here is your Daily Dose of Amazing Service: Be easy to talk to And here are some additional thoughts on this topic… As a customer it’s frustrating enough when we get bad service. Too often we get less than we expect or want. So when we have a customer experience that thrills us, we usually [...]

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Ask your customers these three questions…

December 3, 2009

Here is your Daily Dose of Amazing Service: Ask your customers these three questions… And here are some additional thoughts on this topic… Our customers know our businesses better than we think. And it makes sense. We’re in business to help them. If we don’t our business will fade away, as it should. Their experience [...]

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Boston understands customer feedback (and iPhones)

December 3, 2009

On the radio this morning (thanks NPR) I was thrilled to hear how the city of Boston is making it easy and convenient for their citizens to give them feedback. They have created an iPhone application called Citizens Connect that enables iPhone and iPod users to send instant feedback to the city about issues that need attention.

From their web page…

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Social media rescues customers before company does

December 3, 2009

Yesterday evening my anti-virus software went crazy. It started finding viruses all over my netbook. After several hours of banging my head against our kitchen table, with no success in cleaning up the problem, I turned to my good friend Google for help. There I discovered (to my great relief) that there was no virus [...]

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Encourage feedback from your customers

December 1, 2009

Here is your Daily Dose of Amazing Service: Encourage feedback from your customers And here are some additional thoughts on this topic… Direct, honest feedback from our customers is among the most valuable information a business can have. Yet most employees treat feedback like the H1N1 virus. They hope they don’t get it and they’d [...]

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Don’t assume anything

November 13, 2009

Here is your Daily Dose of Amazing Service: Don’t assume anything And here are some additional thoughts on this topic… As we help our customers it’s easy to fall into the trap of assuming we know what they want. It’s even easier, if we have a good relationship with them. But when we assume, we’re [...]

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For better customer service, pretend you’re an eye doctor

November 12, 2009

Think of the last time you had your eyes examined. At some point, your eye doctor (or optometrist) probably asked you to read some letters on an eye chart. If you wear glasses or contacts, you got to look through a lot of different lenses. This typically involves you comparing two different lenses against each [...]

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Customers expect (and deserve) more

November 5, 2009

If you’ve been paying attention, you know things have changed in the world of business. As customers, we are smarter than ever. We know we have more options. We know we deserve to do business with companies that help us accomplish our goals. And we understand it’s okay to expect companies that will work WITH [...]

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