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Today's Internet-based companies must constantly innovate to maintain their lead in customer satisfaction.. 
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Service in the airline industry is kind of a wash in my opinion, but I want to tell you about an exception—Southwest Airlines. Here’s a recent travel experience that I think speaks volumes a...
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News & ObserverQuality customer service gives small firms an edgeNews & ObserverCook Ann Clippard dishes out a sausage casserole to hungry shoppers at one of the Garner TV & Appliance live kitchens Friday Dec.
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Poor customer service can prompt consumers to take their business elsewhere.
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Apple has created desirable offerings and features to create consumer lock-in and switching costs, but it this hasn't been due to a master plan laid out years ago. It's not like Steve Jobs rolled out a calculated product roadmap ten years ago.
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The question of what does today's customer want often comes to mind.
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I love being pleasantly surprised, especially when it comes to customer service experiences. I had one of those experiences a couple of weeks ago when I was visiting my son at college. Let me sha...
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When I was 16 years old, my first job was serving ice cream at a Baskin-Robbins store. Not only did I love ice cream, but I was very social and felt that this job suited me very well since I loved...
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Last weekend, my mom and I went shopping for her upcoming cruise. We went to lots of stores and encountered many levels of service providers. From the very cranky at being alive to the “I live to ...
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With attitudes on privacy growing more sensitive by the day, (let alone the legal ramifications of knowing too much), how much should you know and record about your customers? How about their businesses?
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Poor Management, Poor Leadership, Poor Customer Service -- Strike Three if it's true (or isolated) -- comments suggest it's not completely true. I'm always cautious when bad stories about management come from bad employees. "The saying goes: Don't fuck with the person that serves your food," a former Apple Genius tells me over IM.
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Every now and then you hear a story that immediately brings a tear to your eye and renews your faith in mankind. This is one of those stories. I was in the airport in Calgary, Alberta, waiting for...
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The firing of Chelsea Welch on account of Alois Bell's comment has brought about the most bewildering move in corporate social media/public relations that I have ever witnessed. Applebee's uses its...
James Schreier's insight:
What if Applebee's has asked the question: How will this be received by our customer base?
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As we enter into the holiday season, I always remind myself to try and be on my best behavior and keep my patience while out doing my holiday shopping. So when I read the story about the New York ...
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There’s a common misconception that customer service is all about the customer. Surprise—it’s not necessarily so. Service is definitely for the customer—internal or external—but it’s about you, the...
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One of the hardest things to do in all of sales is handle tough questions from skeptical prospective customers.
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The number one reason that most businesses don’t have a customer experience plan is that they think they are doing a very job with their current customer experience performance in fact eighty percent of businesses think they are delivering a better customer experience than their customers think they are.
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Trying to keep your internal (employees) and external customers coming back? Maybe it’s time to engage diversity, embrace new and innovative ideas from all of your customers, and be a learner with ...
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Hospitals try to deliver the best health outcomes. But many also aim to provide high levels of customer service, and they're falling short. They need a culture change.
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What is not widely understood by business is what is now required to improve customer service and experience levels in today’s highly competitive environment
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Want to build your brand's following?People are creatures that are highly susceptible to external influences of group inclusion, authority, and socia... A very serious perspective on Customer Loyalty
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Do you know how to deal with an angry customer or client? Learn how to resolve these difficult situations calmly and effectively.
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