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Category Archives: Customer Loyalty
Is Your Service a Means or an End?
I have a new handyman. And, Mike is terrific. It all started with a simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so … Continue reading
Make Everyday a Respectful Disney Moment
We were conducting a customer service workshop for the amazing housekeeping staff of the Jacob Javits Convention Center in New York City. They are called “Environmental Services” at the Center. The small group task we assigned each of the five … Continue reading
It’s Not Meant for You
The Super Bowl ads are a large part of the annual event’s appeal. It seems like the occasion sports more advertising creativity than any other occasion. Who can forget the elegance of the Budweiser Clydesdale horses galloping in sync with … Continue reading
Treating Old Customers like a New Puppy
When kids plead their parents for a new puppy it generally comes with plans and promises to take great care of it. “I promise I will walk it, feed it, clean up after it, etc.” Parents finally relent and the … Continue reading
Call Center Zappos Style!
Zappos is renowned worldwide for exemplifying exceptional customer service. The company’s founder and CEO Tony Zappos wrote a book, Delivering Happiness, that was listed on The New York Times Best Sellers list for 27 consecutive weeks. “Zappos invests in the … Continue reading
Lifetime Warranty
Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair … Continue reading
Sign Your Service!
Warning! This is a proud granddaddy blog! At three, Cassie can write her name as you can plainly see! My granddaughter has always been a champion scribbler! Plus, she has two older sisters who can write their names! Not ever … Continue reading
Air Conditioned Service
The air conditioning system broke in the little country church we attend when we have a getaway weekend to our North Georgia river house. It was a hotter than normal day, even for the normally cool mountain area. So, the … Continue reading
Flying with Spirit
Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top … Continue reading
Three Tips for Fostering Emotional Connections with Customers
Be the Attitude You Want Your Customers to Show – We all enjoy serving happy customers. You can help them act pleasant by showing them how. Aim your best smile and warmest attitude toward your customer. Optimism and joy are … Continue reading