Tag Archives: Customer loyalty

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

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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

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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

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If Service Was a Bicycle

The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep!  A popular antidote to weight gain from beach banquets is to … Continue reading

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Great Service the Atlanta Cycling Way!

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

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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

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More Tips for Fostering Emotional Connections with Customers

Great Manners Make Customers Loyal – Customers enjoy getting respect and manners. Customers may not always be right, but they are always the customer. If they all decided to not return, you’d be out of a job! Listen to Learn, … Continue reading

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Four Keys to Crafting an Effective Service Vision

Creating a service vision for your organization is vital to ensuring your customers and you have a keen understanding of what you offer and how it is differentiated from your competitive market. Crafting an effective service vision reflects a blend … Continue reading

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What Can Lexus Teach Us About Service?

Our friend Shaun Smith, of Smith+co in London, shared with us his favorite Lexus story as an example. A BMW owner walked into a Lexus dealership and announced that he was considering changing automobile brands. He had seen an ad … Continue reading

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Keep Your Customers Singing

It is fascinating that “singing” has been used as an alert or warning phrase––“Not over until the fat lady sings” or “canary in a coal mine.”  When customers “sing” it can be a cry for communication.  Great service providers encourage … Continue reading

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