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.

Eliminate invisible customers

August 26, 2009

Here is your Daily Dose of Amazing Service: Eliminate invisible customers And here are some additional thoughts on this topic… All but the most successful companies have them. Most don’t even realize it. And every one of them costs your company money. Invisible customers are the most expensive kind to have and the easiest to [...]

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For better customer service, pay attention to details

August 25, 2009

Here is your Daily Dose of Amazing Service: Pay attention to details And here are some additional thoughts on this topic… Not every customer cares about the little things. But some do. In fact, depending on your business and market, it could be that the majority of your customers do. For example, my experience at [...]

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Make it easy for customers to leave

August 18, 2009

Here is your Daily Dose of Amazing Service: Make it easy for customers to leave And here are some additional thoughts on this topic… Too many companies make it easy to become a customer and hard to leave. Maybe they think people will change their minds if it’s hard to quit. The classic example is [...]

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To improve customer service: Understand your purpose

August 17, 2009

Here is your Daily Dose of Amazing Service: Understand your purpose And here are some additional thoughts on this topic… A few years ago I wrote an article about the Charlotte Airport.  I couldn’t help myself because it’s a wonderful place to spend time between flights.  They have done some amazing things to offer their [...]

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Customer Retention Tip: Fill their experience bank accounts

August 10, 2009

Customer Retention Tip: Fill your customer’s experience bank accounts Stephen Covey talks about an “emotional bank account” as a way to understand how to build (or reduce) trust with someone. I use a similar metaphor to describe how to increase customer retention. I call it the “customer experience bank account”. This account exists between every [...]

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Customer Service Quote for July 31, 2009

July 31, 2009

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. -Jeff Bezos Jeff Bezos: The Founder of Amazon.com

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Give Your Customers a Great Experience

June 25, 2009

One of the best ways to keep your customers coming back and get more referrals is to give your customers a great experience. And that’s true even when your customers aren’t human. When I watch this video, not only would I want our dog to be a “customer”, I want to go there too! If [...]

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Subway Offers Both Extremes of Customer Experience

June 24, 2009

Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the same experience no matter where you are.The Subway in Montgomeryville, PA offers the same basic experience as the [...]

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Amazing Service Guy on the Radio

June 24, 2009

This Saturday, June 27, you can hear the Amazing Service Guy on live radio in the Twin Cities. I’ll be a guest on Mark Kozlak’s show, Calling for Color. The show is on Saturday morning from 9:00 to 9: 30 am on KLBB Radio 1220 AM. Here’s why you want to listen to this show.

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Create your customers by giving them what they want.

June 23, 2009

Here is your Daily Dose of Amazing Service: Create your customers by giving them what they want. And here are some additional thoughts on this topic… Peter Drucker said: “Businesses exist to create customers.” Kevin Stirtz adds: “We create customers by giving them the experience they want.” The #1 reason customers leave (and don’t come [...]

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Why Are Big Brands Losing Customers?

June 22, 2009

Today Pointer Media Network released their study: “Losing Loyalty: The Consumer Defection Dilemma.” It shows many large well-known brands have lost a lot of loyal customers in the last year. According to the report, less than half (48%)of customers considered highly loyal remained highly loyal   from 2007 to 2008, for the brands included in this [...]

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Paint a Picture of Your Customer Service Experience

June 22, 2009

Here is your Daily Dose of Amazing Service: Paint a Picture of Your Customer Service Experience And here are some additional thoughts on this topic… One of my favorite customer service books, Raving Fans, by Ken Blanchard and Sheldon Bowles talks about designing the experience you want your customers to have. In the book, they [...]

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Amazing Customer Service Means Delivering a Positive and Memorable Experience

June 19, 2009

Here is your Daily Dose of Amazing Service: Deliver a Positive and Memorable Experience And here are some additional thoughts on this topic… Last summer a 12 year old boy had his bike stolen at one of his favorite places: the library. In an instant, his “happy place” became a place of pain. All the [...]

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Customer Service Advice: Lose the Scripts. Hire Friendly.

June 2, 2009

The secret to improving customer service (and therefore, increasing customer loyalty) is simple: Hire friendly people and don’t make them use scripts.  In the past few weeks I’ve experienced both sides of this coin. I’ve had to deal with my share of customer service robots.  Too many of these people use scripts like life-support. They’ve [...]

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Why Does Jay Leno Like Subway?

June 2, 2009

Jay Leno was spotted hauling some subs out of an LA Subway yesterday. It’s nice to see the late night superstar and I have at least one thing in common. Like Jay Leno, I am a sub shop customer. In my town we have a mixed bag of sandwich shops, from the biggies (you know: [...]

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For More Loyal Customers, Manage Your Points of Experience

May 20, 2009

Our companies are created by every action taken by employees. These actions create Points of Experience (POE). Every POE creates an experience for our customers. The sum total of all POEs is our company. It’s how people see us and what they think about us. It’s our reputation, our image and our brand. It’s the [...]

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