Category Archives: Customer Service

What innovation and customer loyalty have in common

in Customer Service, Innovation

Customer loyalty. Oh my, today it is as important as the topic of innovation. Customer loyalty is the key to profitability. The reason is simple: It costs more to acquire a new customer than to keep a current one. Without customer loyalty, customers leave.

I’ve had the opportunity to work with companies of all sizes, from scrappy startups to large multinationals. And while there are many differences between them, there is one distinction that trumps them all: their attitude towards existing keeping customers.…

The two questions at the core of genuine service and innovation

in Customer Service, Innovation

We’ve got to sell our ideas. There’s no way around it. And, we have to advocate for what we are selling. If we can’t, we’re doomed because nobody will believe in us. The catalyst for this, I believe, is a deep desire to make a difference: Our ideas should change lives so profoundly, that people can’t imagine going back to the old way.

But how do we put ourselves in this mindset?…

Getting physical: The next step in customer disservice

in Customer Service

I’ve been hitting on this topic for the last two weeks here and here. And, I think a trend is beginning to emerge from both sides of the ball. On the service provider side, employees attacking customers because they are unmotivated and frustrated with their own jobs.

On the customer side, we are seeing customers take physical action because they are frustrated.

Bottom line, we all complain.

Check out what I noticed recently from people I follow on Twitter and Facebook:…

Invitation to co-create GREAT CUSTOMER SERVICE manifesto

in Customer Service

Customer Service Manifesto

Dear friends of Great Customer Service!

Not a day goes by when we are reading horror stories about the state of customer service. Especially, these negative experiences attract a large audience. This has been going on for many years now, but it has catapulted since social media enabled people to speak the minds and reach anybody around the world.

We, professionals who are passionate about great customer service, cannot tolerate this any longer. We want to take a stand for great service, and show companies the huge benefits of providing awesome service.

Therefore, we want to co-create a manifesto, which will highlight the need and the approach for great customer service.…

6 Obstacles to customer focus paradise

in Customer Service

A year and a half ago I had a huge customer service issue with Dell. This issue was ultimately fixed for me, but the experience left a stingy feeling. Not to mention a burning desire to change it.

Fast forward to an article on the New York Time’s about a guy who is living through a three month customer service odyssey with HP. It is a very similar situation to mine, and it brought back those terrible memories of  not being able to do anything and feeling like you are being ignored.

The article got me, and a few other people, thinking about the gap between what matters to customers and what matters to organizations:…

Guestology: How Disney anticipates guests needs

in Customer Service, Innovation

Spotted this question at Disney Institute’s Facebook Fan page:

how disney anticipates guests needs

Here’s more in-depth look at how Guestology works:

The power or the Disney Magic comes from knowing customers and looking beyond the words being used to figure out how to exceed guest expectations. Something that happens on-site may not be our fault, but it is our problem. And that means that it must be fixed to exceed expectations.

Disney even has a Guestology compass: Needs – basic, Wants – preferences associated with needs, Emotions – the positives, and Stereotypes – maximize positive stereotypes/minimize negative ones.

I’m a big Disney fan and had no idea about Guestology. Very exciting!

 

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