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A gas station in west Houston is keeping in line with customer service from a time gone by. The station on Memorial has served customers in much the same way since 1971 
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Joseph Hartstine, the ditty-singing drive-thru worker, has reportedly made the McDonald's eatery on Cities Service Highway, in Sulphur, a must-stop destination.
James Schreier's insight:
Love stories of individuals who make a difference. I have visited a local fast food restaurant a couple extra times recently because of a server who's just clearly dedicated to provide basic service with a bit of a different in his attitude.
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Customer expectations for speed of service have grown frenzied thanks to mobile and amazon.com and Starbucks, and are even more intense among the millennial generation of customers. (Millennials are the biggest generation in history.
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VideoCall it the Amazon effect. According to a study by IBM, 76% of consumers expect organizations to understand their individual needs.
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The mission is especially important as the chain grapples with its longest sales slump in more than a decade.
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Being just a hair too clever can backfire when you're running a business that exists in physical space. Making use of customer information you've captured digitally, in a way that would seem OK to a customer shopping online–alone and protected by...
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Every once and a while I hear a story about a brand delivering an incredible customer experience. Sometimes the experience described is carefully planned, orchestrated and executed. In other cases, the customer experience captured is spontaneous and organic.
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Dude, the 80s called. They want their customer service back. Let’s accept the charges and return it promptly.
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let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to. Via Eric_Determined / Eric Silverstein
Eric_Determined / Eric Silverstein's curator insight,
October 12, 2014 7:17 PM
As Lynn correctly points out: "When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to." Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey. In a recent experience, which brand delighted you? Similarly, share a recent poor experience?
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Have you ever gotten to the airport and been a little confused about where to go and what to do?
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Home Depot has finally started to email customers to inform them of a major security breach — one that was first reported in early September.
James Schreier's insight:
These continuing "incidents" with credit cards, food safety, etc. are continuing to demonstrate how organizations fail to view things from the customer perspective.
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Surprise customers with your customer service awesomeness and they will spread the word..
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Most small businesses will receive complaints at one stage or another. But it's how you deal with them that matters. We sat down with CustomerSure, a customer feedback business application, to hear their insights about turning a customer complaint into a positive experience. Via Daniel Watson
Jo Desailly's curator insight,
September 9, 2014 5:51 PM
This source provides excellent guidelines and tips on handling client complaints. The handling of complaints is important. Handling complaints effectively is particularly beneficial for any business' bottom line and public relations. |
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If your service business is "mostly great" - that could be worse than bad.
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Welcome to the new kid on the service exemplar block. Cirque du Soleil. And, their formula for success is not just an over-the-top attitude of great service. It is total sensory emersion. All their customers’ senses are plunged headlong into a cavalcade of theatrical delight. The payoff? Over 100 million people have seen a Cirque du Soleil performance; 15 million last year.
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This time of year, being scared is generally a good thing. Haunted houses, scary movies, ghost tours: a good fright is what everyone is after…unless you’re running a business. The last thing you …
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Customer service is one of the most important aspects of your business. Having good customer service will increase your sales by creating repeat customers and fans of your business.
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James Schreier's insight:
This is fascinating -- from so many perspectives.
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While the word “Innovation” is thrown around an awful lot in the business world, I do wonder how often it’s used in the context of transformative or disruptive innovation, as innovation is more typically understood by the likes of entrepreneurs and consumers.
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I hope you didn’t miss the Salesforce.com Dreamforce keynote this week in San Francisco. It’s probably the most entertaining 2 hours you’ll spend in the enterprise technology business all year. I ...
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Acquiring new customers is a costly process.
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This white paper outlines the critical need to differentiate by incorporating the customer experience into branding efforts, particularly online.
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Five ways to keep your customers coming back time and time again
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As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject..
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