09 March 2010
Recently we reported on the president of Brazil’s decree that companies operating in his country will meet certain standards in how they deal with customers. While I’m not a fan of increasing government regulation I like the idea of making customer service standards a big deal. That’s what Tata Indicom has done. Even better, they’re telling [...]
09 March 2010
(By Chip R. Bell and John R. Patterson) It made business headlines. The most popular brand in the world focused on the experience, not just their long-famous product. Coca-Cola introduced their “Freestyle” vending machine. Their ad copy described it as “all packaged in an innovative and interactive fountain experience.” It was designed with help from [...]
09 March 2010
Suppose you were to walk into a dry-cleaner and the clerk is on the phone with another customer. You put your clothes on the counter and all visual cues about your stance and demeanor indicate that you are in a hurry. What would you want the clerk to do if you were the customer physically [...]
09 March 2010
Okay, perhaps the better question is “Can you afford not to?” Recently, J.D. Power and Associates reported that exceptional service satisfaction enhances automotive dealer and manufacturer profitability by improving customer retention even as sales decline. I have one comment on their finding. “Duh!” OK, seriously, they are absolutely correct. NO business can afford to NOT provide exceptional service [...]
09 March 2010
Today’s new buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been [...]
09 March 2010
Without need for build-up, here’s the point of this post: Customer relationships matter because they create loyalty. Customer loyalty represents the opportunity for predictable and profitable growth. If you don’t care about those thing, there’s no reason to care about your customers. In fact, if you’re not interested in predictable and profitable growth, simply abandon the [...]
08 March 2010
I’m working on a project right now. It’s a big project. I’m excited about it. And I think it has great potential. But you wouldn’t know about it. I haven’t mentioned it. That’s the lesson of this post: if I don’t tell you I’m working on something, you have no idea what I’m [...]
08 March 2010
About two-thirds of the times we write about a specific company, we get a comment or some sort of feedback from the company. Sometimes it’s an employee defending them. Sometimes it’s a PR person offering to help. Once in awhile it’s the CEO. No matter who responds, I’m always impressed. Because it means they’re listening and [...]
08 March 2010
If you want to deliver good great Amazing customer service, the first thing you need to know is what your customers want. Customer service is all about giving your customers the experience they want, in a way that’s sustainable for your organization. This sounds simple enough but it’s not as common as it should be. One [...]
08 March 2010
I work best when I have a clear goal that’s slightly aspirational. Last year, I ran the Columbus half-marathon. I set a goal to get my body to run (term used loosely) 13.1 miles. I’d never run more than 6 miles at one time before, and that was in high school. Read full story
08 March 2010
Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal. When she arrived home, we discovered that the “special sauce” was not included in the order. I [...]
08 March 2010
(By Chip R. Bell and John R. Patterson) This is part 5 in a 5 part series on how to attract loyalty from customers in our new and changed world. There are five key loyalty drivers we find fit most customers most of the time about most services. Here is driver #5: Inspire Me Read full story
Hovav Lapidot: Kevin raises a very basic, but often overlooked po...
Jim Logan: I too am not a fan of regulation. But some regula...
Bill Hogg: Dan, happy to share my experience. Tried the link ...
Tim Sanchez: Thanks for replying back Jim.
Nope, you didn't...
Jim Logan: Hi Tim! Thanks for the comment and kind words. I...
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