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Mastering Confidence in Customer Service - 4/30/24


It’s not what you said…it’s how you said it. If you’ve ever had someone say this to you, raise your hand.  (I just raised my hand) Usually this is being said when someone is upset with you, but regardless of the reason, that phrase illustrates that HOW we say something often Read more

Be Amazing - 4/23/24


Watching Michael Jordan steal a pass and then dunk a basketball is amazing.  Taking a rocket to the moon is amazing.  The taste of my mom’s homemade beef soup is amazing. We all have our personal examples of what is amazing.  Usually, it’s something that we cannot comprehend, that we Read more

Talk About Yourself to Build Customer Confidence - 4/16/24


When you’re dealing with somebody who is anxious or nervous about a situation, a customer who feels like they don’t have much control, an individual who is unsure and uncertain, it’s important to put the customer at ease.  It’s important to build their comfort level.  It’s important to help Read more

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

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10 Key Customer Retention Evaluation Questions

Posted on January 9, 2014 in Business Advice, World of Customer Service Please leave a comment

Many times when we address key customer retention strategies and customer retention success stories, the crux of what we’re saying is that you have to get to know the customer on more of a personal level. You need to build a relationship and not relegate yourself to viewing a customer as a prospect and selling to them as if you don’t even know them.

But this blog post is different. This time, I want you to envision yourself in a meeting at your business, and the meeting is all about customer retention and growth. Before you can develop a strategy, you have to ask yourself some key questions about your current state:

  1. Do you know why existing customers initially bought?
  2. Do you know why they would not return?
  3. Do you know who your customers view as your competitors?
  4. Do you know what differentiates you from your competitors in your customer’s mind?
  5. Do you know the differences in demographics, purchasing patterns, participation rates of clients who return every year v. those that don’t return?
  6. Do you know what internal operational factors impact those customer retention drivers?
  7. Do you know how you’re performing in those internal operational areas?
  8. Do you stay in contact (proactively) with customers, even when they’re not in your store, on your website, or contacting you directly?
  9. If so, are your proactive communications about you or personalized about them?
  10. In other words, do your proactive communications seek to learn more about them and educate them, or are they primarily pushing your products and services?

Before you embark on the next big strategy, do a self-scan. Find out what you know…or need to know first.

Ask yourself and those in your organization these 10 Key Customer Retention Evaluation Questions.

Did you like this post? Here are other Retention-related posts:


The Cubs Way of Changing a Culture and Improving Revenue Retention

Posted on December 18, 2013 in Business Advice, Sports Please leave a comment

The Chicago Cubs baseball team is doing better on season ticket renewals this year. According to VP of Sales and Partnerships, Colin Faulkner, “The rate of renewal for full-season and “combo” night and weekend game plans is in the mid-80 percent range, up 5 percentage points compared with this point last off-season.” And to what does Faulkner attribute the improvement? “Better customer service.”

They went through a restructuring of their ticket sales department to provide more dedicated resources to retention. There were a couple other points made in the article, but let’s stick with this one – structuring yourself (with dedicated resources) around retention.

You can often tell what’s important to an organization based on how they spend their money and utilize their resources. We also believe that creating a culture that moves you toward a goal requires much more than leaders who give good speeches or incentives to change behaviors. Culture change and the benefits that can result often require change in how a business is organized, how personnel are allocated, and how focused are the responsibilities of those personnel.

Whether you work in the sports industry or not, when you’re looking to hit a home run with a culture change or to dramatically impact some key business outcome, don’t just create a new incentive program or give a great speech. Make a structural change that ensures you have resources dedicated every day to focus on the goals and to execute the strategies to get there.

Ensure you’re structured for success.

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Speed the Transformation of Your Customer’s Experience

Posted on December 17, 2013 in Business Advice, Education Please leave a comment

I’m constantly flummoxed by executives who feel that the only good idea is a new idea, the only means to success is through their own innate creativity. A COO once told me that trying to create simplicity in operations for staff (so they could more consistently deliver a great experience to their customers) wasn’t challenging enough.

The best executives need to realize that there’s a multitude of great examples of customer service cultures and wonderful customer experiences in other businesses, other industries. And there’s no shame in learning from others to speed the transformation of an organization.

In the article City School District taking lesson from Wegmans, the Rochester School District announced that it was going to train staff on many of the same customer service principles and techniques that Wegmans Grocery Stores (with a reputation for great customer service) utilize. This includes quick issue resolution and fostering a WWWD (“What would Wegmans do?”) mindset.

The point is not to say that we all need to look to our local grocer for customer service tips. Rather, in Education or other industries (local government, healthcare, etc.) that are not always known for a great customer experience, sometimes it’s better not to look at industry peers. It’s best to look to those who have the reputation for being the best in a particular aspect of business. Think Zappos for culture, Chick-fil-A for consistent customer service in a transactional environment, or Amazon for personalization in a high tech/high volume world.

Speed the transformation of your customer’s experience by benchmarking with best-in-class performers OUTSIDE your industry.

Did you like this post? Here are other Education-related posts:


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