customer service resource

The link between customer service and customer loyalty

April 28, 2010

It seems natural customer loyalty would follow good service. If you get what you want and you are treated right, why would you not return to a business? But sometimes it’s useful to have more than an intuitive argument. So I have done a bit of research and I have found two statistics that tell [...]

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Customer service tips for all of us

March 24, 2010

Our Amazing customer service resource for this week is a post at the Toilet Paper Entrepreneur called: “60 Customer Service Tips for Entrepreneurs”. It was written by TPE’s Mike Michalowicz but actually consists of tips from dozens of bright people. Here are a few of my favorites: 4. Be You, Not a Script – Get [...]

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Amazing Customer Service Resource: WBSOnline.com

March 3, 2010

Here’s a web resource that has useful customer service information, and a whole lot more. Actually it has over 6,000 articles and other resources for small businesses. It’s called WBSOnline.com and it’s a free service of Winmark Business Solutions. Winmark is a Minnesota company that offers franchise, leasing and other services to their small business [...]

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Amazing Service Resource: ManagementHelp

February 24, 2010

About 15 years ago a bright guy from Minnesota started building a website to help people manage their organizations better. Carter McNamara, of Authenticity Consulting, LLC, had the idea long before most of us even knew what the Internet was. Even better, he stuck with it and built a popular and useful resource that is [...]

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Amazing Customer Service Resource: Alltop

February 18, 2010

This week’s Amazing Customer Service Resource is as useful as it is fun.  It’s the brainchild of Guy Kawsaki and it keeps getting better: Alltop – Customer Service Alltop’s reason for being is best explained by this quote: “It’s not information overload. It’s filter failure.” – Clay Shirky We all have too much information coming [...]

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Plan your customer service improvement for 2010

December 22, 2009

Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want. It doesn’t mean we’ll get exactly what we plan for. But we’re more likely to get what works than if we leave it to chance. So my message today is simply that we [...]

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Advice for travel agencies

October 27, 2009

Last weekend I spoke at the Ensemble Travel Group 2009 International Conference. It was held at the Fairmont Banff Springs hotel in Banff, Alberta. This week I will be sharing some of my experiences there and using them as examples of how we can all increase customer loyalty by improving customer service. For now, I’ll [...]

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Use the Amazing Service Toolkit to improve customer service all year

October 5, 2009

It’s finally here! Customer Service Week is upon us once again.  Every year it gets bigger and better.  I hope this translates into better customer service for more people. So my question for you is: what are you doing to make the most of this week?

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Seven steps to more customer referrals

September 22, 2009

One of the best ways to increase revenue and profits in a tough economy is to get more new customers who are already sold on your product, service or brand. These customers can be hugely profitable because they require very little marketing or sales costs. By the time they reach your door they have already [...]

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How Would Your Phone Calls Look in Person?

March 24, 2009

We all know what the typical customer service call center experience is like. It’s so entrenched in our culture, it’s cliche.  The automated voice, the multiple options ans the joy of waiting on hold for what seems like forever, are all well known aspects of many call center customer service experiences. Customers get this. And [...]

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Dell’s Steve Schuckenbrock Discusses Customer Service (Sort of)

March 14, 2009

(Note: This interview was done by ComputerWorld. Schuckenbrock was CIO of Dell at the time of the interview). This interview of Steve Schuckenbrock is interesting for what it does NOT contain. Though Schuckenbrock talks about their past problems and likely causes, he fails on several counts as he addresses a huge customer service problem for [...]

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Black Jack Pizza Should Win a Customer Service Award

December 20, 2008

On a recent YouTube jaunt, I found this “customer service” video. It’s funny because of the setup. The “caller” is Jack Nicholson, or rather select audio clips of big Jack from his movies. The clips are inserted into the phone call skillfully enough that two employees at this pizza place believed it was a real [...]

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A lesson on changing your organization

December 16, 2008

In my work, I spend a fair amount of time helping people bring change to their companies. That’s what improving customer service is all about. The companies that make a substantial and permanent improvement in how they serve their customers have discovered how to change their organizations. Seth Godin has some useful things to say [...]

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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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“More Loyal Customers” Selected by Customer Service Manager for Recommended Reading List

August 4, 2008

Just today I learned my latest book “More Loyal Customers” has been selected by Customer Service Manager to be on their Recommended Reading List. Wow! This is cool. Customer Service Manager is an e-magazine for customer service professionals and anyone interested in providing top notch customer service. They are a leading customer Service website with [...]

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Customer Service Toolkit Now Available

July 30, 2008

  I have published a free resource useful for anyone who wants to improve customer service in their organization. It’s called: “The Amazing Customer Service Toolkit” and you can download it here for no charge. It contains advice and ideas for people to understand their customers better so they can offer better service than their [...]

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Customer Loyalty Book Gets Reviewed on AllBusiness.com

July 22, 2008

Yesterday my latest book was reviewed by Glenn Ross, a writer for the AllBusiness.com website. AllBusiness.com is a busienss information website with several million readers every month. Glenn writes about customer service and customer experience so he felt my book was a natural for him to review. Here are some of his comments: The book [...]

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