Tag: customer satisfaction
What If Your Service Is Two Chairs and a Napkin Short?
A few weeks ago, we attended a gala event, and a series of service bobbles reminded me again that even when service people are perfectly nice, the service itself can still be inadequate. How much... Continue reading
The Problem’s If the Customer Doesn’t Know
Most organizations that realize they’ve made a mistake in caring for, servicing, or communicating with customers, expect to correct the mistake. Organizations need to go the next step, though -- not an extra step, mind... Continue reading
This Is the Story of a Successful Service Recovery
Last week I met with Terri Bartlett, the intrepid president of Marketing EDGE, for lunch at Forty Four, the restaurant at the Royalton Hotel in Manhattan. We had lots to talk about, and didn’t even... Continue reading
Jeni’s Tasty Recipe for Customer Engagement
Visit the original Jeni’s Splendid Ice Creams shop in Columbus, Ohio, and its sense of quirkiness and celebration will draw you in right away. It’s a strong case study in hooking and involving customers. Here... Continue reading
Excellent Service Means Managing Customers’ Expectations
Google the phrase “managing expectations” and you’ll get 66 million hits. A search for the refinement “customer expectations” brings back 54 million hits. With so much information available, and so much interest, it’s amazing that... Continue reading
“That’s The Way (I Like It)”: When Customers Sing the Wrong Song
Perhaps we’ve trained customers to believe that they’re always right or “king” so thoroughly that some of them feel “special” enough to violate institutional norms with impunity. Some of the behavior I witnessed during a... Continue reading
When Appearances Can Really Make a Difference
Is this little hotel room presentation cute, or what? A couple of weeks ago my colleague Katie and I went to an all-day meeting in Virginia Beach, VA where we stayed at a Hilton Garden... Continue reading
This Is Why Fundraising Calls Are So Annoying!
It’s normal to be annoyed when you’re solicited at home by an organization you don’t know or don’t care about. But being mishandled by an organization you support is irritating too! A fundraising call I... Continue reading