Call it what you want, customer care, customer service, customer experience—the basics are still grounded in traditional tactics that worked hundreds of years ago. Today’s discussions, offerings and latest shiny tech toys are all variations on the same themes we’ve always cited as keys to success. According to astutesolutions.com: “78% of consumers said their customer service […]
Category: Cultivating Positive Relationships
Hit-and-miss customer care ultimately won’t cut it. Neither will experiences that don’t provide adequate self-service options. Companies with perceived “slow poke” responses also will drive consumers elsewhere. Customers expect a consistently positive experience, the opportunity to decide how to interact, and fast answers. They’re not patient when these expectations aren’t met. An astutesolutions.com article addresses […]
Regardless of how you define “customer experience,” “customer experiences,” and “customer service,” you need it all. An article in astutesolutions.com goes back and forth between talking about customer experience (CX) and customer service. It’s all interrelated. The article notes: “We live in the age of the customer. They now have the means and technology at […]
Is taking care of customers a strategy or a tactic? Is it transactional or a relationship? Does it encompass problem-solving or the totality of the experience with the customer? The answer to all of this is…all of this. In some circles, the process of problem-solving with customers is a series of tactical transactions. In other […]
Recent furor about new voting legislation has caused companies and organizations to choose sides on the issue. Major League Baseball moved the All-Star Game from Atlanta to Denver in the wake of Georgia legislation designed to restrict voting options. So, depending on how you feel about the voting rights issue, your prospecting process can have […]
In addition to courting customer service stars, client prospects that emulate your personal preferences also can be good way to pursue new opportunities. Companies scoring high on both fronts will be more likely to sync up with you in a business relationship. There are many ways to assess preference and style compatibility. One obvious and […]
Looking for new business contracts? Consider courting companies that are customer service stars. If a company scores high on customer service, it follows that they may also be committed to providing a high-quality product or service, and treating all their stakeholders well. Stakeholders include suppliers/vendors, partners, and employees. It improves the odds of working with […]
Engaging and exercising your Customer Force of 1 abilities isn’t always a one-time opportunity. Once relationships with key higher-ups are established, there may be reasons to reach out subsequently. My favorite example, of course, is Costco. (Why would you expect anyone else? 😊) Years ago, I had an issue with a third-party company partnered with […]
Airlines called on the carpet for perceived passenger mis-treatment. Companies seeing stock plummet after a negative quality report spreads like wildfire. Celebrities dethroned after a slur. It’s all part of our viral world. It can bring down captains of industry and raise up a single individual to immediate fame. The omnipresent potential for going viral […]
Over-promising and under-delivering takes many forms, as a Comcast customer service snafu detailed by ZDnet.com’s Chris Matyszczyk shows. A log-in failure on HBO Max, part of a Comcast plan, led him to Comcast customer service to solve the problem. Ultimately, the problem was resolved…by HBO Max, not Comcast. Oracle.com addresses how customer service can and […]
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