Latest "Customer Confidence" Posts

Negative Review Happy DanceOnline Customer Reviews

Nobody is perfect. And, no company is perfect. It’s not a matter of if you will ever have a customer complain. It’s when. Something is going to fail. It may or may not be your fault or in your control, but you are going to hear about it. And there is a chance that your customer will tell more people than just you. They will shout it out to the rest of the world by airing their disappointment on Twitter, Facebook or other social channels. Or they will post their comments on Yelp, Trip Advisor or other review sites. And don’t think that this is limited to just B2C types of businesses. There are hundreds of B2B industry review sites for customers to leave their negative reviews. Continue reading

Policy Manual Out the WIndowAs I travel the world and work with clients from all types of industries, they all recognize the importance of customer service and the role it plays in marketing, sales, growth and revenue. I continue to push my philosophy:

Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired. Continue reading

Refund With a SmilePositive CX

Every business has returns. It doesn’t matter if you’re B2B or B2C. Returns are inevitable. The industry that probably has the most returns is retail. It’s just a fact. Beyond defective merchandise, which happens in any type of business, someone won’t like that sweater you picked out. Someone has no use for that gadget you thought he or she would love. You get the idea. So, just count on it. It’s going to happen. The question is, how well will you or your business handle it? Continue reading

Second Chance for Loyalty

Customer Service Lesson

I arrived to check in at one of my favorite New York City hotels, only to be disappointed that the hotel was under extensive renovation. Instead of walking into a beautiful lobby, a sanctuary from the hustle and bustle on the street, I experienced unfinished construction and the smell of sawdust and paint. Their cool and trendy bar that was usually packed with “beautiful people,” was temporarily cut down to about a quarter of its size with very few customers.   Continue reading

Customer SuccessCustomer Service Culture

In the past year or so we’ve seen the word customer success used by a number of forward thinking companies. Is this just another fancy name for customer service? Maybe it’s an updated way of a company saying, “We’re here for you when you need us. We want you to be successful.” While those loose definitions sound great, the official meaning of the term, in today’s business environment, is quite different from what we think of as traditional customer service. Continue reading

Customer Loyalty Month 2015Even though every April is Customer Loyalty Month, it doesn’t matter when you are taking in this information. Customer Loyalty Month is simply a time to remember how important it is to show a little love to your customers. The reality is that it should be practiced every month, every week, every day – in other words, with every interaction you have with your customers. Continue reading

Customer Service SpeakerIncrease Customer Confidence

It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact at a more personal level. Even on the phone you can listen to a customer’s tone of voice and react accordingly. But, building trust online is a different story; not necessarily more difficult. Just different. Continue reading

The other night I had dinner at a favorite restaurant.  Unfortunately, a bad customer service experience tainted the evening.  The good news is that this event created a learning opportunity.

By the way, you don’t have to be in the restaurant business to appreciate and learn from this story.  As I take you through the story and the lessons we can take away from it, think about how they apply to your business. Continue reading

“It was the best of times, it was the worst of times…” These are the opening words from the classic Charles Dickens novel A Tale of Two Cities.  Substitute the words times for the word stores and you have the beginning of a customer service nightmare. One that loses customers, causes bad word-of-mouth comments from dissatisfied customers, and can ultimately kill a business. Continue reading

Here’s another customer service lesson from the airlines.

Earlier this month (February 14, 2012) the Transportation Department’s Bureau of Transportation Statistics reported that the airlines had their best December for on time arrivals in 17 years.  Flights arrived on time, which means no later than 15 minutes of their published arrival time, 84.4% of the time, and only .08% of flights were canceled.  Contrast that with the year’s prior statistics which were 72% of flights were on time and 3.7% were canceled.  Big improvement. Continue reading