Customer Loyalty Archives - Page 6 of 7

5 Steps for Helping Irate Customers Keep Their Cool

Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading

An Example of Successful Service Recovery: A Real Apology

Sister had taken on the responsibility of ordering a big basket of goodies from Zingerman’s, the famous Ann Arbor deli and emporium, as part of the confab and celebration of Parents’ anniversary. Unfortunately, the shipment... Continue reading

Most Dissatisfied Customers Don’t Complain — Including Me

I had an important presentation to make and needed to be compelling, persuasive -- and although the clothes don't make the consultant, they can add to or detract from both presence and self-image. I found... Continue reading

Your Customers Don’t Want to Be Trapped by Your Silos

A customer arrives at a service department he visits frequently to take care of some account maintenance. Before he leaves, he asks the department receptionist if she can pass along a document to another department.... Continue reading

The Customer Cares: Good Design, Poor Design

If you’ve been reading this blog for a while, you know that I care a lot about how it feels to work in my office. (See The Pleasures of the Office.) My extensive collection of... Continue reading

Is It Really So Hard to Nail Down Customer Loyalty?

I’ve gone to the same tiny nail salon for a number of years. My visits depend on my work and travel schedule, but no matter how many weeks apart, I’ve always gone on a Monday... Continue reading

2 Powerful Steps to Improved Customer Service

The Customer is always right, comes first, and is King! And Service is our middle name, with a smile. These are lovely slogans and declarations of intent -- but truthfully, people tend to pay more... Continue reading

Making Extraordinary Service Look Easy

I’m not a fan of inter-organizational benchmarking: It’s almost impossible to replicate someone else’s successes when you don’t have their operating model, or to replicate their practices or techniques when you don’t have their culture... Continue reading

Should There Be a Way to Standarde Exceptions?

I’ve been ordering a new drink at Starbucks lately. I’ve had this drink at one airport, one hotel, one highway rest stop, on two coasts, in three states, and at a number of local stores.... Continue reading

Lying on the Menu

It was a special lunch, and the three of us were a little excited. Daughter ordered the salmon, which impressed the waitress. I ordered the burger (Daughter’s second choice, as insurance). Spouse asked for a... Continue reading

Workplace Wisdom Blog

Category: Customer Loyalty