What Is The Secret of Amazing Customer Service? Would you believe attitude? By Shep Hyken, CSP, CPAE, Best Selling Author I was recently invited to meet with a group of 12 executives to talk about customer service. I decided that for this more intimate group setting I would take an interactive approach, a dialogue with […]
Read More...Do You Treat Others, Even Strangers, with Courtesy?
I like to say, “A stranger is a friend, or a customer, you have not met yet.” My friend Jane Jenkins Herlong is a humorist, speaker, and author. You may have enjoyed her comedy and songs on Sirius XM Radio and Pandora. I share this story from her book, Bare Feet to High Heels – […]
Read More...Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results
My friend and fellow Speakers Roundtable member, Mark Sanborn has just released Fred 2.0… Nine years ago, bestselling author and business consultant Mark Sanborn introduced the world to Fred, his postman, who delivered extraordinary service in simple but remarkable ways. Fred’s story of passion, purpose and commitment inspired millions. Individuals, companies, even cities were inspired […]
Read More...Good Customer Service Is More Than Good PR
At a time when every customer counts we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer — but everyone he or she knows as well. After all, word of mouth works both for or against you. You need […]
Read More...Keeping up with the vigilante consumer: customer retention, customer service
If you increase customer retention just 5% more, your profits will increase 100%. U.S. population growth is projected to be 1.1% in the next twenty years. Disposable income in the US is growing only 2% every year. US businesses will invest more than $1 billion this year on computer technology, just for customer service departments. […]
Read More...Taming the Vigilante Consumer – What Do They Really Want?
Today’s consumers can sometimes look like a threatening mob. They’re often unhappy, make vague or irrational demands, and can rush in unexpected directions that strongly affect our livelihoods. They may suddenly take their business elsewhere or bombard us with time-consuming, expensive complaints. Even both. “These people are manipulating the marketplace through pressure, protest, and politics,” […]
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