Customer Experience

The best customer service happens when you deliver the right customer experience. Whether your customers call it excellent customer service, great customer service or amazing customer service, it’s all based on giving your customers the experience they want.

Recipe for a great customer experience

February 8, 2010

Recently, at our weekly breakfast club meeting we were treated to one of the better dining experiences I have had in a long time. It didn’t happen because the food was spectacular. It wasn’t. It wasn’t because the restaurant team did everything right. They didn’t. And it’s not that our server was overly funny or [...]

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5 easy ways to improve customer service

November 9, 2009

There are many ways any business can (and should) improve customer service. Here are a couple that stand out and can be done without spending a ton of money.

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Let your customer lead

November 6, 2009

Here is your Daily Dose of Amazing Service: Let your customer lead And here are some additional thoughts on this topic… I can’t seem to sit down in a restaurant anymore without being offered something I have no interest in. Take sweet tea for example. Everywhere I go a server offers me sweet tea. Yet [...]

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It’s not about the donuts

November 3, 2009

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

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Be a customer coach

November 3, 2009

In the world of customer service improvement, we talk about the need to ask questions and listen. Let the customer tell us what they want. And we should do this.  But helping customers get what they want takes more. We need to be their coach.

Our customers can and should tell us where they want

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Make customer service fun

October 20, 2009

Here is your Daily Dose of Amazing Service: Make customer service fun And here are some additional thoughts on this topic… I was reading a book by Stevie Ray and I came across a perfect example of how to have fun while serving a customer. And the example is from an organization that’s not exactly [...]

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3 ways to improve your online customer feedback

October 2, 2009

“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

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T-Mobile continues to dominate in customer service

September 30, 2009

Hot off the presses today is a brief note from our friends at dslreports.com. They tell us T-Mobile remains the customer service champion of the big wireless carriers.  On the other hand, AT&T didn’t do so well. “Our in-store experience left us with one question out of three unanswered and we were shocked that one [...]

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For better customer service forget scripts and steps

September 24, 2009

Here is your Daily Dose of Amazing Service: Forget scripts and steps And here are some additional thoughts on this topic… General George S. Patton liked to say: “Don’t tell people how to do things. Tell them what to do and let them surprise you with their results.” And he was right. In the world [...]

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For better customer service, remember Burger King

September 23, 2009

Here is your Daily Dose of Amazing Service: Serve your customers their way (not your way) And here are some additional thoughts on this topic… One of the fast food industry’s best known ad campaigns tells us we can (and should) “have it our way”.  Nutritional issues aside, BK got it right with this one. [...]

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Match your actions and attitude for better customer service

September 17, 2009

Here is your Daily Dose of Amazing Service: Match your actions and attitude And here are some additional thoughts on this topic… This can be difficult to correct because people who do it rarely realize it without frequent and direct feedback. It happens when an employee does almost everything right. They are friendly, polite and [...]

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Improve customer service by putting yourself in your customer’s shoes

September 14, 2009

Here is your Daily Dose of Amazing Service: Put yourself in their shoes And here are some additional thoughts on this topic… Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want [...]

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To improve customer service, assure your customers

September 11, 2009

Here is your Daily Dose of Amazing Service: Assure your customers And here are some additional thoughts on this topic… 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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Spam should stay in the can, not in your customer’s face

September 3, 2009

Here is your Daily Dose of Amazing Service: Don’t spam your customers in any form And here are some additional thoughts on this topic… We hear a lot about spam (the technology kind, not the food product) but usually it’s in the context of email. But, we don’t typically think of spam in terms of [...]

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Ford raps the competition with a surprising customer experience

September 2, 2009

A powerful way to increase customer loyalty is to give your customers a positive and memorable experience. Some days it’s easy. Just be nice, attentive, listen well and be helpful. But other times you might break out of your comfort zone and give your customers something they’ve never seen before. This Ford dealer clearly went [...]

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Put fun in your work

August 27, 2009

Here is your Daily Dose of Amazing Service: Put fun in your work (and include your customers) And here are some additional thoughts on this topic… One night my wife and I met some friends at the Mall of America where we enjoyed, among others things, some ice cream at Cold Stone Creamery.  We don’t [...]

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