Customer Service

I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of…

I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to call my carrier and inquire about the best plan for my needs. Sounds simple, right? Just call and get the information then sign up for the best plan. But it wasn’t…

I have been writing customer service articles for more than 25 years, and in that time I have received plenty of feedback. I always appreciate readers’ comments and stories, and a memorable response from Jacques De Villiers brought up the concept of shifting your vocabulary. The idea is that if we call our customers by…

A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn’t even have to be flat-out terrible—although that would surely do the trick. But even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you.…

Even while on vacation with my family, I can’t help but take note of the customer service—or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I’m sorry, it’s our rule. Six of us had gathered for an early morning breakfast and wanted to sit together on the…

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own…

The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your marketing efforts. And you can expect an effortless marketing boost as well, as happy customers talk to their friends about their experience. Smart companies know the value of promising—and delivering—great customer service. I…

For my sixth year of speaking at the International Franchise Association’s convention, I decided to take a different approach. I engaged in more of a conversation with the members of this great organization and asked the audience members to share some of their best practices that were related to various topics on the agenda. Jim…