It's Not What You Do: Resolving Customer Issues to Create Loyalty and Inspire Enthusiasm

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 […]

Customer Experience Beats Out Price 2:1 in Customer Choice

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 […]

The 5 Best Customer Service Practices: Restaurants

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?” […]

In Customer Experience Consulting, Disney’s Small World Is Growing

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 […]

10 Rules for Creating Happy and Loyal Customers

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. […]

Stumbling on Happiness: On What Makes People Tick and Choose

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: