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Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

Complement with a Compliment - 9/9/25


We perform many tasks for our customers every day, and when we’re done with a step in the process, oftentimes we will tell the customer what’s been done.  But if we want to create more of a WOW experience, if we want to make the customer feel a little Read more

When Patience Begets Patience - 9/2/25


Jennifer, the server, walked toward the couple in the restaurant.  The customers had been seated for a minute or two, and they noticed the server was walking briskly toward their table.  Jennifer recognized the couple she was about to serve, because they had been in the previous week. Since the Read more

Address the Expectations that Were Set - 8/26/25


Before the caller ever got to Marco – the customer service representative, the customer had been working with the company for months.  They had read the marketing brochures, had a conversation with a sales rep, reviewed the new customer information on the website, and read all the information e-mailed Read more

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2 of 3 Customers Switched Providers – Did Yours?

Posted on February 1, 2012 in Business Advice, World of Customer Service Please leave a comment

A recent Accenture consulting research study noted that 2 out of 3 consumers worldwide “switched providers in at least one industry in the past year due to poor customer service.” In addition, “Forty-four percent of consumers said their expectations today are higher than they were just a year ago.”

Boiling these two key points down to a quick conclusion, you could say that today’s customers expect more, and they are highly likely to leave if you don’t meet those expectations.

So what do you know about TODAY’S customers? Don’t just think in terms of surveys you conducted on customers 2 years ago or market research conducted 4 years ago or focus groups you did 18 months ago. What do you know about the customers you have TODAY?

Older information from past customers about previous experiences in a different time can lead to faulty decisions for tomorrow.

Any organization that wants to continue to learn, to improve, to grow, to succeed has to – at the same time – continually communicate with and learn about their customers. What do they expect out of their experience? Why are they a customer? Why would they leave? What competitors are they considering or already patronizing? What makes them loyal to you, or what WOULD make them loyal to you?

Ensure you have an ongoing customer research strategy that provides you with the fresh intelligence you need to retain and grow with TODAY’S customer.

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/

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


Google This…Then Think Differently About Retention

Posted on January 26, 2012 in Business Advice, Government Please leave a comment

Go to Google News and search on “business retention.” When I did this recently, there were 102 items of business news for the last week alone, and they are from close to 100 different locations.

Why is this term becoming so ubiquitous (never used that word in a blog post before…very exciting!)? “Business retention” programs are proliferating, and it’s because communities are realizing the value of a company and its jobs and its fees and its taxes and its construction projects and the salaries it pays. Communities are realizing the value of a customer, and their customer is a business.

When the economy tanks (as it did around 2008 and earlier this century as well), businesses in general start talking a lot more about customer service and customer retention. Whereas it’s sexy to talk about new sales, new clients, and new businesses coming to town, all of that “new” stuff is an addition to what already exists – your current customers.

What we tell our economic development clients is the same thing I’d tell most any other business – don’t limit your retention strategy to “delivering great customer service” or to “having lots of face-to-face meetings with your customers.”

Your strategy needs to be based on data, facts, intelligence – some of which you acquire by asking your customers questions, and some of which you acquire by conducting ongoing research on your clients (via Facebook, Twitter, LinkedIn, Google News, MarketWatch, etc.). Your strategy needs to involve a mix of pre-planned Touch Points that occur throughout the year to pull information from customers via surveys/research/meetings/calls/e-mails or push information of value to them or marketing information for them. But the Touch Points also have to include those (as we say with our healthcare customers) PRN touches – those provided as needed based on that intelligence we just noted.

When you think about how to retain your customers (whether that customer is a business or an individual), you still need to deliver great customer service. But also develop strategies to gather intelligence, and provide strategic Touch Points to develop relationships that grow with your existing customers.

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

Listen to our 2012 Customer Service Trends podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/2012/1/12/stepping-up-service-6-customer-service-trends-for-2012.html

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


Service or a Perk – Pick 1

Posted on January 25, 2012 in Business Advice, Sports Please leave a comment

“Service, Price, or Quality – Pick any 2.”

A sign with that statement used to hang in my dry cleaners years ago – luckily, it was a joke. They’re pretty good at all 3!

But that statement hasn’t died; a recent article in Moneywise essentially had a revised version of the statement – “Service or a Perk – Pick 1.”

The article references a survey with the following finding: “Almost half (49%) of consumers would change banks because of bad customer service – more than twice the number (22%) of people who would change providers because of rewards and incentives.” Now you may be thinking of an incentive from a bank being a stereotypical “toaster,” but different organizations have different definitions of incentive, reward, or perk.

We work with lots of organizations that focus on perks, particularly professional sports organizations. And many of them are constantly looking to expand their offering of benefits to season ticket holders (STHs) to impact renewals for the next season. But instead of assuming perks drive retention, we often survey (or tell our clients to survey) STHs and ask them directly – how much impact does “X” have on your likelihood to renew?

Now “X” could be “Direction of the Team” or “My Relationship with My Account Representative” or “Perk A” or “Benefit B.”

But don’t make assumptions; ask the customers what drives their retention and renewals, and then act on that information. Remember, Perks/Benefits can cost a LOT of money, so don’t spend it unless you have to do so.

So when you’re determining what perks and benefits to provide, first ask your customers if those items really drive retention.

Listen to our Pro Sports episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/2011/10/11/stepping-up-service-3-customer-service-in-professional-sport.html

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/


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