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Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

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Do You Have Harley Loyalty?

Posted on April 8, 2010 in Business Advice, World of Customer Service Please leave a comment

Your customers are loyal. They wouldn’t consider going to another business for their products and services because your integrity, quality, customer service, and price are too good. They are loyal to a fault. Or are you loyal to a faulty belief grounded in hope or assumptions rather than fact and proof?

What outward signs do you have of your customers’ loyalty? Well Harley-Davidson, America’s most well-known motorcycle manufacturer believes it has proof that few can touch. The company believes the "definition of customer loyalty is when your customers will tattoo the name of your company on their arm."

How many people have "IBM" or "Microsoft" or "McDonald’s" tattooed on their arms? Less than 10…less than 5? That’s not to say that McDonald’s customers aren’t loyal, but how does the company know who’s loyal and who isn’t?

Long-term success is more easily achieved if your existing customer base is loyal. They will fight for your company, drive by competitors to get to your store, pay a higher price than alternatives to your service, and recommend you to their closest friends.

But unless you have all your customers walking around with your company logo tattooed on their arms, you need to generate objective measures of loyalty. Try these methods of gaining solid loyalty data:

· Survey customers and have them estimate the total amount of annual purchases of your types of products and services, regardless of whom they buy from. Calculate their purchases from you as a percentage of the total.

· Distribute loyalty cards. Track either their frequency of use or how often you’ve given discounts/rewards when customers hit a targeted number of uses.

· During purchase transactions from new customers, ask how they’ve heard about your company. Track referral rates to gauge the prevalence of effective recommendations made from your existing customers to others.

In lieu of tattoos, get solid data to confirm your customer loyalty.

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


Hockey Team Listening to Learn…Today

Posted on April 2, 2010 in Business Advice, Sports Please leave a comment

The Chicago Blackhawks professional hockey team announced this week (http://blackhawks.nhl.com/club/news.htm?id=523044) that they are launching a new program to improve the fan experience. Chris Werner, the Blackhawks Senior Executive Director of Ticketing and Business Development stated “Quality customer service has been an ongoing priority over the course of the recent seasons. We are working hard at using different innovative methods to gather fan feedback to measure guest’s overall experience.”

This program focuses on getting fan feedback during the games. While that’s not novel, per se (many teams over the years have conducted in-game surveys), what it does suggest is that this organization understands that if it truly wants to impact fan satisfaction, it has to go to the fans and talk to fans. It has to make it easy for fans to get in touch with them. It has to be proactive and seek the input. It has to gain the information as real-time as possible.

These are all great principles for any organization to consider. Does your organization go to where the customers are (when they’re already interacting with your business) and ask for feedback? Does your organization make it easy for them to provide feedback? Do you try to gain information on the customer’s experience while the customer is…well experiencing?

Rethink your research strategies to go away from customer satisfaction surveys conducted over the phone when all your business is done face-to-face. Make sure your research strategies are not purely retrospective, when a customer’s memory cannot always be trusted.

Make sure that you’re asking and receiving real-time input from your customers today.

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


Take Flight to Learn from Your Customers

Posted on March 9, 2010 in Business Advice, Education Please leave a comment

Chester University in the United Kingdom decided that it wanted to make sure that as many final year students as possible completed a survey on their satisfaction. A recent article (http://www.chesterfirst.co.uk/news/85995/university-s-novel-approach-to-student-satisfaction.aspx) highlighted a creative way that the Administration promoted the survey. They simulated an airport check-in environment (with a bank of computers), dressed like pilots, and marketed taking the survey as an event.

Wow!

Just to get information from students they did all this? Why?

They did it because according to one of the administrators “It’s vital that as many final year students in as many subject areas as possible complete the survey so that the university can gain a true picture of where it does well and where it could do better. The results can bring about real change, for example, previous surveys have led to increased access to library facilities before exams and more copies of key texts on reading lists being made available.”

This organization realized the link between the voice of the customer (in this case, the student) and changes that would truly benefit their customer base. They understood that some of the best ideas come straight from your customers. They understood that you have to appropriately promote a survey to get maximum interest and participation.

They understood that the ideas and suggestions of the customers of today could have a positive impact on the customers of tomorrow.

The next time you consider a survey, consider how you promote it. Consider what you want to ask of today’s customers that would enable you to better serve the customers of tomorrow.

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


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