Tag: customer care
Marketer, Do You Know Your Target?
From the Annoying Sales and Marketing File: A sales rep emailed me and, in an overfamiliar, cheeky tone, implied that I was in default for not responding to an earlier message. This, despite the fact... Continue reading
From Urgent Care to Important Care: Design Considerations
Last Friday, I went to the new Northwell Urgent Care two blocks from my office. (I’m fine now.) It was a well-designed customer experience, and so different from the typical medical office intake, that it’s... Continue reading
Stop Swinging the Service Pendulum
“Why can’t we keep our customers happy?!?” a CEO called out during a meeting with his department heads. “Just take care of the problems! What’s the big fuss?!?” And he meant it. But that was... Continue reading
Which Kind of Helper Would You Rather Be?
One day last week, in New York City for meetings, I was waiting in line at a subway MetroCard machine, and noticed that the woman behind me was practically vibrating with anger and frustration. Technically,... Continue reading
How to Try to Get What You Want from IT
Whichever software platforms and development methods an organization relies on, the features and functionality that users want aren’t always available. As the Rolling Stones song goes, “if you try sometimes, well, you might find /... Continue reading
How to Improve Complex Customer-Supplier Relationships
Have you experienced the stress of a complex, high-ticket customer-supplier relationship going awry? The problem often occurs when there’s a mismatch between the customer’s expectations and what the supplier has available and can actually deliver... Continue reading
This Is How Your Esthetic Can Hurt Customer Satisfaction in Unexpected Ways
“Tell me why you chose this place,” I said to the colleague I met at a hotel during an otherwise successful trip to Baltimore. “I always like the Kimpton properties,” she answered. “Why, did you... Continue reading
Nice Service If You Can Get It
On Thanksgiving morning a few years ago, at the Hampton Inn in South Kingstown, RI, my teenage daughter dropped an earring into the sink drain. I consulted with the extremely pleasant young woman at the... Continue reading