Daily practice

Customer service is akin to exercise, the more you do it the better it is for you (and for your customer). And, as David Evans, chairman of the Grass Roots group, says, customer service should be practiced every day. Evans, who is interviewed in the article Customer Service to be Practiced Every Day, in the [...]

Eyes on the prize

Perhaps the main reason exemplary customer service is good for the bottom line is that it builds loyalty. In the new George Clooney film, Up in the Air, Clooney’s character flies on one airline exclusively, with the goal of reaching the most elite frequent flier status. Very few people get there, and there are fabulous [...]

Are you available 24-7?

Some customers are demanding. They want to be able to contact you 24 hours a day, seven days a week. Is that possible? Is that feasible? It depends on your business but according to Kelley McGuire writing for the TMC website, it can increase customer satisfaction. (Here’s a link to the article.) McGuire argues that [...]

What is the customer’s experience?

Companies that seek to differentiate themselves from their competition may well ask their customers what kind of experience they have had in dealing with the company. In fact, this area is a key area of differentiation, and a place where companies can retain and gain customers. Good customer experiences lead to happy customers who will [...]

Some companies are getting it

You may have heard this week that General Motors (GM) is offering a customer satisfaction guarantee to people who buy its cars. Basically, a GM customer has up to 60 days to return a car is he/she is not satisfied, and get a full refund.  GM is trying to improve its customer satisfaction by giving [...]