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Latest "Customer Service Strategies" Posts

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer.

So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture. It starts with how leadership wants their employees to feel about working for their company. One of my favorite concepts to write and talk about is the Employee Golden Rule, which is to treat employees like you want the customer to be treated. The EX is what will make or break the CX. Continue reading

There are many great customer service stories that can serve as a template for how to handle a problem.  I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency. Continue reading

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive.

Perhaps you just heard that your competitor is working hard to take away business from you – maybe they’re announcing a new product; maybe they’re advertising a major sale; maybe they’re opening a new location. Will any of these decisions cause your customers to leave you to do business with them? Continue reading

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience.

Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?) Continue reading

It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? Continue reading

Sometimes, the most common-sense customer service tips are the most important.

A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. “I just have one complaint. I wish you would respond quicker to my phone calls and emails.”   Continue reading