Going back to the future with snail mail, word-of-mouth
Companies looking for ways to let the world know about their committed customer service are going back to the future to do it. Snail mail, once the junk repository for…
Category: Customer Service
Hyatt Centric Fisherman’s Wharf proves perfect
Customer service affirms faith in caring companies Prior to attending the LendIt conference in San Francisco last week, I enjoyed four days of R&R in the city. My stay at …
Customer Service Recap
Six must-read posts on customer service. Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in…
Marketing from the inside out
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing…
Costco customer service supplants traditional marketing
Once again, here we are talking about Costco. No, I don’t have their stock (although I should). And, no, I don’t get compensated for endorsing them. It’s simply that Costco does it right. And by “it” I mean their entire approach to customer service, employee treatment and overall empowerment within the organization.
‘All things in moderation’ applies to customer service
Ancient Greek philosopher Aristotle stated, “All things in moderation.” Believe it or not, this applies to customer service. Given my ongoing advocacy for good customer service, I find it difficult—but…
Inattention plagues customer service
Talk about weak links! How many times recently have you emailed a series of questions to a customer support address, and received incomplete answers? Even worse, it’s now commonplace for…
Designed disservice drives many customer service policies
Of the many weak links in customer service policies, deliberate disservice to make a buck is one of the weakest. A recent Harvard Business Review article asks, “Why Is Customer…
