How Consistent is Your Customer Experience?

If a customer talks to two of your employees and asks them both the same question about your products or services, will they give the same response? If not, you could have a big problem with consistency. Inconsistent answers lead to customer confusion and a lack of confidence, which is a killer for trust! I […]

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Is Your Loyalty Program Creating Customer Loyalty?

It seems obvious that just by having a loyalty program, it must be creating loyalty. But are your customers loyal to your business, or are they loyal to the loyalty program? It’s a key difference! There are three general types of loyalty programs: Discounts/Perks Programs, Relationship Programs, and Membership Programs. Learn about some great examples […]

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Are You Customer Focused?

Customer-unfriendly policies send a message, and not just to your customers. They also send a loud and clear signal to your employees about the culture and values of your company. I recently had a conversation with a potential client that very clearly illustrated the difference between a customer-focused company and one that is not, as […]

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Setting the Standard for Customer Service

Who sets the bar for amazing customer service with your customers? Is it the best service in your industry? Not exactly. You no longer have to keep up with your competition, but you now have to keep up with your customers’ expectations—and the bar is the best customer service regardless of industry. The best customer […]

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We’re All Responsible for the Customer Experience!

Who is responsible for the customer experience in your business? Every department should be contributing, from marketing to communication to sales and more. Customer service is everything you do that touches the customer, and when everyone does their job, the customer does what all of us hope they will do: come back again and talk […]

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Turn Your Mishaps into Wins!

Do you have processes in place to turn minor mishaps into major wins? I recently witnessed a great example of an organization that knows exactly what to do. At a recent St. Louis Blues game, a fan a few rows ahead of me was hit in the head by a puck that came over the […]

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Treat Your Team Like Professionals

Your employees are responsible for creating amazing customer service experiences, and it’s important to demonstrate to them how important they are to your company. One way to reflect that importance is by calling them—and treating them as—professionals. Instead of a Customer Support Representative, how about a Customer Support Professional? It will give your employees greater […]

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Is Your Customer Service Invisible?

Jeff Bezos once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” The best customer service goes unseen—but the absence of good service gets noticed immediately. When everything behind the scenes goes right, no one notices, but it’s conspicuous in its […]

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