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Same Place, Different Experiences - 9/26/23


Meredith was getting discharged from the clinic, when the nurse came in, gave her a packet of information including the discharge instructions, explained the next steps, and asked if Meredith had any questions.  Freida, across the hall, was told that she could leave when ready.  However, Freida had to Read more

What Annoys the Customer? - 9/19/23


Domino’s Pizza had TV commercials years ago where they promoted how they trained their employees to “Avoid the Noid.”  The “Noid” was basically an annoying person or thing that would disrupt the delivery driver, possibly making the driver drop the pizza on the way to your door.  The goal Read more

Lift It Up - 9/12/23


I worked with a great client for several years who was in a leadership role in the education industry, and she was the executive champion for a culture-strengthening initiative.  We were the outside firm helping to develop the overall strategy and facilitate the teams addressing the various aspects of Read more

Addressing the Horror Story that Wasn’t - 9/5/23


You may have seen the commercials for one of those garden hoses that fits in your pocket.  When you put it on the valve outside your home and turn on the water, it expands to 50 feet.  When you’re done and turn off the water, it contracts and fits Read more

Be There ALWAYS for the Customer - 8/29/23


In healthcare, the patient experience mantras often include the phrase Always, such as: We have an always culture.  This gets at frequency of action.  Instead of service excellence being a most-of-the-time occurrence, some-of-the-time occurrence, an occasional or rare occurrence, the idea in an Always Culture is that the organization Read more

Respect, Regardless of Rank - 8/22/23


I was reading a management book written by a former naval officer.  He was given a leadership role over a ship that had been underperforming and had low morale.  One thing he did to turn around the performance, to improve morale, was instill in everyone onboard the principle that Read more

Move on to the Next One - 8/15/23


The ultimate game in professional American football is the Super Bowl.  In this past year’s Super Bowl, James Bradberry of the Philadelphia Eagles was called for a penalty with less than two minutes to go in the game.  The penalty gave the other team a first down; the other Read more

How to Rise to the Occasion - 8/8/23


In the movie Mr. Magorium’s Wonder Emporium, Mr. Magorium – played by Dustin Hoffman – tells his protégé that “Your life is an occasion.  Rise to it.” He’s conveying a big picture life lesson – don’t let fear and apprehension keep you from living. Rising to the occasion is also something Read more

Thanks for Reading - 8/1/23


My company, Customer Service Solutions, Inc., just celebrated our 25th Anniversary!  We love the work we do for our clients, and we definitely love our clients.  We’ve developed many friendships over the years, and we’ve tried to provide consistently high quality and personal support for whatever may be their Read more

Share the Why to Value the Customer - 7/25/23


We encourage our clients to explain “The Why behind the What” to the customer.  Usually we suggest that staff explain Why so that the customer understands the reason for a change or can buy-in to a particular solution. However, explaining the Why is also effective when you’re doing some very Read more

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How to Increase Customer Loyalty Without Becoming Disney or Zappos

Posted on December 14, 2011 in Business Advice, World of Customer Service 1 Comment

A recent study highlighted in the Sacramento Bee (Good Customer Service is Key to Capturing Holiday Shoppers) addressed the impact of customer service on customer loyalty (or disloyalty). Results included:

· 29% stopped shopping at retail stores because of a bad shopping experience

· 71% avoid certain brick-and-mortar retail stores due to unhelpful/unfriendly employees

· 41% stop patronizing a business because of long lines or long wait time.

So it’s about the experience, the people, the processes.

But what’s even more interesting about the results is this conclusion – to improve retention, simply address the reasons why people leave.

While many organizations focus on creating the “WOW” experience or transforming your employees into Disney “Cast Members” or creating a Zappos culture, what is more tangible and provides more bang for the buck is finding out why customers leave.

So research. Interview former customers, or ask current ones why they’d leave. Know why they’d go, eliminate those loss reasons, and watch sales grow.

To become great at customer loyalty, increase your knowledge of why they’d leave…and act on it.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


Your Name Matters in Customer Loyalty

Posted on September 14, 2011 in Business Advice Please leave a comment

Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to help staff identify customers’ names.

While I won’t talk about the technology itself, let’s talk about the finding itself. Over 2/3rd of customers say that their relationship with a bank is positively impacted by their merely being recognized and called by name. WOW! That’s a huge percentage for such a small and easy aspect of the customer experience.

Remember the television show Cheers? The theme song said “You want to go where everyone knows…your name.”

There’s a great truth in that, and that truth has a financial impact.

Many employees are taught to say “Yes, Sir” or “Thank You, Ma’am.” Staff are taught to introduce themselves by providing their name. But how many staff are taught to ask the customer’s name and to use the customer’s name? How many work to remember the customer’s name on their next visit to the store?

Your name matters. By asking your name, using your name, and remembering your name, the employee is conveying that YOU MATTER.

Make sure your company and staff are intentional about learning, using, and remembering your customer’s name. Don’t just assume it’s happening.

Listen to our latest episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/