Did you know that customers are more loyal and enthusiastic after a problem happens than before one happens in the first place? Study after study proves this is true, so it a great reminder that how we handle customer issues, and not just what we do to resolve them, matters if we are going to […]
1 to 1 Media today published their latest survey of customers, and they found some interesting facts about the importance of the customer experience in determining the choices our customers make about products or brands. Among the findings: 56% of respondents reported that they are angered by company or employee mistakes in billing or wait […]
Restaurants are one of our most frequent experiences as customers, and I would dare say that they often set the standard for what we feel is or isn’t good customer service. In the customer experience training I do for clients, I often ask employees, “Which places or companies provide you with great customer service experiences?” […]
The New York Times published this article today concerning Disney’s growing Disney Institute to teach companies the customer service practices of Disney. In an economy where customers are increasingly more demanding of great experiences, and in an Internet environment where consumers are more likely to post their bad experiences online, executives are running to Disney […]
CNET news reports today that: “Outsourced customer service operations can cost almost a third more than those retained in-house, according to a new study by Gartner.
You’ve heard of Apple, Starbucks, Nordstrom, and Zappos. But some of these may surprise you. The top 20 brands in customer loyalty.
For over a decade, I’ve loved Amazon.com. With rare exceptions, I buy every book from Amazon. But I also buy appliances, gift certificates, and other goods. And it’s not just me. Amazon has now been rated #1 in customer service among all American brands. Why do I and many other Americans love Amazon so much? […]
Customer service expert Gerardo A. Dada wrote this summary of best practices for creating and keeping happy customers and members for any organization. I couldn’t agree more with his “customer centric” model for those businesses like retail or hospitality where the customer is key. It is not a matter of a few changes of policy. […]
This article summary of Stumbling on Happiness by Harvard Professor Daniel Gilbert is a perceptive look into human behavior, what makes us happy, and how that informs our choices. The book has enormous implications for customer service, marketing and effective leadership. Jonathan Byrne summarizes the book on the Fast Company blog: