Blog
The Innovative Service Rules for Shopper Frenzy
Holiday shopping can be fun, especially at those stores that respect customers all year long. Here are some gentle reminders to retailers to follow. Not just between now and Christmas, but all year long:
Why Customers Love Small Businesses
This past week I received good service from four companies—Apple, Bass Pro Shops, Custom Printing and Roper's Collision Center. But, the stores I would tell stories about this week are from the two small businesses you never heard of...unless you live in my...
Getting Great Customer Service During the Holidays
Despite the elbows, line jumpers and parking spot stealers, some people seem to get great customer service. Great customer service, even during hectic holidays, is not just an accident. Those who are well served follow a deliberate recipe that turns even a cold initial encounter into a warm and delightful experience.
Small Business Superstars: The Gospel According to Betty’s
What would it take to make your small business a destination location–the store, firm, website, or service that everyone was talking about?
Unbridling Crazy Horses
Innovation is counter cultural, against-the-grain, and unconventional. And, while the specific act might not be that controversial, it springs from a place that is. It is that place—that restless, unsettled place––which leaders must occupy if they are to support the pursuit of innovation.
Serving the Least of These: The Good Samaritan
Even after your exhausting trip through a trying day, your customer is still your neighbor and deserves your very best.
Measuring an Easter Egg Hunt
We use evaluative metrics like “completely satisfied” when a satisfactory customer experience is little more than “meeting the customer’s need.” We let computers decide who gets upgraded when customers are far more delighted if it comes from the front-line relationship.
Service Decoration: Why my website is purple
Website aesthetics are also important. Today, a website is your brand…your billboard proclaiming the symbols and signs of who you are as a person and/or organization.
Thanking Customers the Innovative Service Way
Superior service providers never take a valued relationship for granted and remain ever vigil for ways to celebrate the joy of the partnership and express gratitude for the return it provides.
Empowerment: The Engine of Customer Surprise
Customers’ service expectations have dramatically changed. Yesterday’s fad is tomorrow’s antique. One component of this new service expectation is for front-line people with the freedom to make a decision on the customer’s behalf.
Flower Your Customer’s Experience
Greet customers with more energy and enthusiasm than the situation requires. Compliment something about the customer…”What a great color!” or “You have a nice smile.” Be much more patient than usual.
Celebrating Customer Service Heroes: Thank Your Customers!
Gratitude can come in many forms. It can be a simple, “thanks” or an elaborate gratitude campaign.
Celebrating Customer Service Heroes: Give Your Customers an Easy Button
Celebrate your customers by taking the effort, anxiety and angst out of their experiences.
Celebrating Customer Service Heroes: Surprise Your Customers with Generosity
Neighborhood Cleaners on Lake Oconee has been my dry cleaners for a few years. Like all great dry cleaners, they pick up and deliver if you prefer. They are as ecologically sensitive as they are inter-personally friendly. They’ll do off-the-beaten-path requests like...
Celebrating Customer Service Heroes: Monogram Your Customer’s Experience
This is National Customer Service Week—a time to remember your customers. Find a way to show your customers how much you know about their hopes and needs.