It is essential for leaders to understand that customer service is the lifeblood of their business. Without satisfied customers, there is no cash. And without satisfied and engaged employees there are no customers – satisfied or not! Here’s a look at what the most successful corporations, organizations and companies are doing different.
Verizon Experience: A Lesson in Managing Your Relationship with Customers
December 29, 2009 By Leave a Comment
I cut off my service with Verizon Wireless last week because of my constant dissatisfaction with the quality of service. My reception is always spotty, especially when I go into stores and in the subway. Even worse, my data reception would go on and off for hours, even days. Then there’s the issue of my [...]
Strategies for Improving Customer Service
July 17, 2009 By 5 Comments
A business needs to offer excellent customer service to survive in this tough economic climate. Learn the strategies used by big businesses when improving customer service.
Costco: Excellent Service Impresses Customer
April 2, 2009 By Leave a Comment
Happy customers are your best word of mouth marketing. Learn how a satisfied Costco customer was spreading the word about his very positive experience with the company.
Lenox: Listening to Your Customers is Key to Success
September 30, 2008 By Leave a Comment
Lenox.com recently redesigned their website to enhance customer experience. But like many retailers, particularly small businesses, they don’t know what users really want from their site. It’s hard to improve customer experience when you don’t know where to start. The home decor, jewelry, and dining and entertaining retailer then conducted an extensive market study of [...]
Online Customer Service Success Tips from DrsFosterSmith.com
September 23, 2008 By 1 Comment
eM+C magazine has a good interview with the pet supply store DrsFosterSmith.com on their secrets to customer service success. This 25-year old retailer is renowed for their excellent customer service. In fact, DrsFosterSmith.com has been named by Foresee Results’ Spring 2008 Top 100 Online Retail Satisfaction Index as the nation’s fourth ranked retailer in terms [...]
Demonstration of Excellent Customer Service from Big Boys
August 18, 2008 By Leave a Comment
I’ve come across the book “Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service” by Kristin Anderson and Ron Zemke.” If you want to get ideas of how to provide excellent customer service, this book will inspire you. Some examples of how the big boys gave excellent service: Target StoresA mom [...]
Customer Service Tools of Big Online Businesses
August 11, 2008 By Leave a Comment
Internet Retailer magazine conducted a survey on the customer service tools used by top online businesses. It is good to look at the results and incorporate these tools in your website as well. Here are some results from the study: Which self service tools do you have on your website (check all that apply)? Order [...]
12 Customer Service Tools of Big Online Businesses
May 18, 2008 By 2 Comments
“Customer service” encompasses various elements from interaction with customers to provision of a convenient shopping environment. In a store, the quality of customer service can be seen in the way employees greet the customers, listen to what they need and want, handle customer complaints, among others. On the Web, customer service can be gleaned from [...]
Kashi: Building Impressive Customer Relationship
April 25, 2008 By 1 Comment
Kashi is a company that produces high quality healthy natural foods, from cereals to waffles to frozen foods to snacks and bars. But their website is more than a store to sell their products. The company, whose goal it is to encourage an overall healthy lifestyle, is using the Web to reach their extremely loyal [...]
