Tag: customer care
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
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
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 readingWhat Your Customer Can’t (and Shouldn’t Have to) Do For You
It is not your customer’s job to… …make you feel good or comfortable or safe, …know the constraints you labor under, …understand what you wish they would say or do, …figure out your business model,... Continue readingNearly Sleepless in Seattle
Here’s the scenario: It’s 11:15 at night in Seattle. Daughter and I are trying to check into a moderately-priced airport hotel for a layover on our way to Vancouver. The complication is that I am... Continue reading