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Posts tagged "customer service speaker"

Customer Service Week 2015 InfographicCustomer Service Tips

This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. 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

Def of Customer ServiceJust the other day I was asked for the definition of customer service. In the context of our conversation I stated that it was the way the customer is treated by anyone in the company before, during and after the sale. Then, just for fun, I did a Google search on “The definition of customer service.” There were quite a few answers, as you could imagine. So, for even more fun, I tweeted the following: Writing an article and thought to “Tweet Source” some research: What’s your definition of customer service? #Custserv Continue reading

Smartphone BlindersCustomer Behavior

It wasn’t that long ago that there were just two ways someone could buy something; either in a store or through the mail – if you were willing to wait four to six weeks for delivery. Today the typical mail order purchase has been replaced with the ability to go online, either through your computer or mobile device. And instead of the merchandise arriving in four to six weeks, it takes just a day or two – and sometimes just an hour or two. Continue reading

Gym MembershipCustomer Experience

One of my favorite strategies in customer service is the membership experience. And, you don’t have to be an exclusive or private club to create that membership experience for your customers. In my book The Amazement Revolution, I used American Express as a role model for this powerful concept. They are hardly a private club, but they create an amazing customer – or should I say member – experience. As they say, “Membership has its privileges.” Continue reading

Emergency Business DrillCustomer Friendly Decisions

I recently read an interesting story about a technological glitch at Starbucks that made it impossible for the point of sale registers to work. What that meant was that they couldn’t take money for the coffee – or whatever else they were selling.

This didn’t happen in just one store. The internal glitch caused an outage in 7,400 stores in the US and another 1,000 in Canada. In my mind, this qualifies as an emergency. What should employees do in this situation? Continue reading

CS Is Marketing and Listening

Customer Focused

I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer engagement. IBM invited a select group of people they referred to as influencers. I was fortunate to be in this group, which included a dozen authors, bloggers, and thought leaders. The speakers at the general and breakout sessions filled my head with information, and it was especially refreshing and thought provoking to debrief with this group of influencers, so I thought it would be fun to summarize my top five takeaways from the conference. Continue reading

Business Policies

The other night I had just returned from a trip and was hungry. I wasn’t sure what I wanted for dinner, so I went to the refrigerator, opened up the door, and stared into a somewhat empty box. Other than some beverages and condiments, the “fridge” was pretty much empty. I thought about what I wanted for dinner and I didn’t feel like having a pizza delivered. Instead I felt like something much healthier; a big, thick, juicy hamburger and fries. Okay, not so healthy. Continue reading

This week on our Friends on Friday guest blog post, my colleague Bill Kalmar shares several recent experiences he has had at different eating establishments. It is amazing to read about the lack of consistent service and the rules put into place by management that do not satisfy the customer. Shep Hyken Continue reading


In the past I’ve written about proactive customer service. The example I always like to use is when a server in a restaurant notices that the guest’s water glass is about half full, the server refills the glass before the guest drinks it all and has to ask for more. Being proactive raises the perceived value of what you offer. Your customers feel you’ve really are paying attention and focused on them and their needs. Continue reading