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Topics: Being Attentive, Customer Lifecycle, Loyalty
Validate customers' decisions. Even if you do not agree with customers' choices, always validate their decisions. If the vacuum salesperson was not able to make the sale, he could validate the customer's decision by saying, "I understand how you feel. This brand is costly."
- Renee Evenson, Customer Service Training 101
Topics: Memorable Interactions, Business Skills, Customer Service, Customer Lifecycle, Demonstrating Consideration
It seems that some businesses have over-complicated delivering good, solid customer service. The focus is often on technical processes rather than a genuine, natural service flow. For example, a service person will think, "I have to do this first, this second, third...etc." The result of that is an impersonal disconnect with the the customer who is trying to do business with that company. We have all been on the receiving end of the person behind the desk or at the checkout counter who is so lost in their "processes" that greeting the customer, helping them, or taking their money will only happen when they have finished their paperwork, computer transaction, conversation, and so on. A big miss.
Topics: Goals, Customer Experience, Customer Lifecycle, Culture
Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time.
- Bruce Springsteen
Topics: Memorable Interactions, Customer Experience, Customer Lifecycle