Great article from the UK entitled 25 Customer Service Statistics to be Aware of for 2011 and the last paragraph of the entire article says it all: Many businesses still don’t ‘get it’! And, crucially, Those that do will be the ones that succeed in 2011 (and beyond!) It can’t be spelled out any clearer [...]
This topic seems timely on the eve of Black Friday frenzy. Retailers are expecting a record breaking volume of shoppers and sales this week . In an effort to gain the customer’s first dollars they are opening even earlier – some on Thanksgiving day! The ads, the offers, the promises being offered in pre-Thanksgiving day [...]
Imagine opening a major business publication – Fast Compay – and encountering a photo with 30,000 business professionals and realizing that you KNOW ONE OF THEM! Check out the 2nd row – 1st person on the left – that’s my friend Ivana Taylor of DIY Marketers. Actually, I didn’t see it in the magazine, I [...]
I’m reading the book “Two Weeks to a Breakthrough” by Lisa Haneberg. An interesting book about being focused on a goal and working each day towards bringing it to life. In the Day Two exercise she has a great analogy and it made me think of companies trying to bring customer service to life. Think [...]
(reprint from Ohio Web Writer, my other site) Starting this coming Tuesday, November 2, 2010 at 10am est a new radio voice will be heard. Actually, two voices. Candace Benson of Camp Tech will be sharing her views from a technical perspective and yours truly from AllWrite Ink will be covering the customer relationship perspective. Us [...]
Yesterday I had the opportunity to address the Retail Organization of Lakeland Community College at the Great Lakes Mall. I shared my thoughts on the value of make or break moments with our customers…each moment is an opportunity to make a difference. After the talk, one participant came up and shared a great observation: When [...]
In the April issue of INC magazine, reporter Kasey Wehrum shares Sales Tips from the World’s Toughest Customers. Customers like Coca-Cola, Dell, Intuit, UPS and more. The lessons are simple and yet profound: Be different. And then make sure you prove it to us. We can spot a fake from a mile away. (In other words, [...]
UPDATE 9-21-10 – I don’t know why, but the video has been pulled from YouTube. It was a perfect example of how an employee can personally interact with customers without interfering in her ability to perform her tasks. Bummer. Last night there was a repeat of the 7-11 episode of Undercover Boss. If you haven’t [...]
Here’s the daily quote from my “Women Who Do Too Much” calendar that was a gift this past Christmas. Someone trying to tell me something? We certainly get confused about what service really is and who is being served. Yet, everyone agrees that service is a good thing. That struck a chord for me when [...]
Do you delight your customers? I found an article written by Alain Thys that was published in 2007 that says it best: It’s funny that when discussing Customer Delight, most people start talking about customer service. While this nicely fits our managerial illusion of control, it also completely misses the point. Customer service is what [...]
