Category: CUSTOMER FOCUS
Poor Customer Service: How to Completely Change Your Thinking
Products and services that are remarkable get talked about. A famous quote from Seth Godin. And Seth, products, and services that are below par get talked about even more. Guarantees of poor customer service? They are everywhere you look. Like fireflies on a hot summer night. Many businesses spend considerable time trying to create great customer…
Customer Churn: How Marriott Turned Churn into Service Recovery
I stayed in a new hotel in Ohio a while back. The situation was that it was recently opened and should not have been opened until the problems were worked out and management was ready. There were many problems with customer churn, believe me. Remember this: How to Build Trust to Keep Customers Returning But not…
Customer Care Service: 5 Effective Lessons Best Buy Utilizes
Feelings have a critical role in the way customers are influenced. I’d like to introduce you to Kyle. Kyle is an example of the things that are right at Best Buy’s customer care service. It’s not that Kyle is the only example of great customer service at Best Buy, but I was so delighted with my…
Customer Needs: How to Determine Demand for Things They Need Most
Do you know your customer needs? Peter Drucker believed there was a frequent disconnect. Is this a question you and your staff ask often? It’s a question we ask a lot, and yet we often find so difficult to answer. The customer never buys what you think you sell. Peter Drucker How a business handles…
JetBlue’s Birds Eye View of Customer Experiences
A couple of years ago JetBlue launched a brilliant new ad campaign called “Air on the Side of Humanity”. They ingeniously use pigeons as a transposed metaphor for frequent flyers who are challenged by business travel and crowded flights. Believe me, I can relate to JetBlue’s birds eye view. The spot shows crowded skies full…