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General Marketing Opinion

And the beatdown goes on…

Two unrelated social media posts show how deep and wide intrusive, over-communicating customer service platforms can get. One states, “I recently bought Royals tickets for a team outing and I’ve literally had to unsubscribe from 8 different Royals email lists already.” Another points out, “Once you donate…you can expect to be bombarded with robocalling pleas […]

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Cultivating Positive Relationships Customer Service General Marketing Opinion

Bait-and-switch prospecting taints customer service expectations

When a company courting you starts out with a bait-and-switch pitch to get your business, chances are excellent that their customer service leaves much to be desired as well. It’s the epitome of inaccurate and incomplete information. I recently came upon a new and somewhat compelling nutritional program article. Interested, I filled out a profile […]

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Customer Service General Marketing Opinion

Conscious capitalism: Where’s the beef?

Lately, I’ve been seeing TV commercials for Omaha Steaks. Then, this past weekend, I saw Kansas City Steaks advertised. I immediately wondered who has the better rep for product, customer service and affordability—and pondered which company would score higher on a “conscious capitalism” index. A search of several sites produced mixed results. One gave the […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Help your customer service team act like caring moms and pops

Heather Wilde, CTO at Roceteer, wrote an article in Inc. Magazine entitled, “What Working at a Call Center Taught Me About Customer Service…The customer may not always be right, but you can certainly treat them better.” The essence of her advice to customer service departments and reps is to act more like caring, concerned moms […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

3 Top Companies earning ‘Mom and Pop’ Kudos

While Costco was listed first on my top mom and pop kudos list, there are many companies out there with similar attitudes and aptitudes. These companies, smaller in scope than Costco, come up just as large when it comes to taking care of customers/clients. I’ve already recognized these three in previous posts. I’m bringing them […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

Taking stock of Costco’s COVID-19 customer service

Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack of positives. Whether or not such pandemic-related policies as mandatory masks and special hours from 9-10 AM Monday-Friday for seniors and shoppers with disabilities or […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

COVID-19 transforms customer service across the board

  Centuries ago, the customer service “universe” existed of how far you could walk to do business. While choices were fewer, so were complications. Today, customer service challenges exist across the globe. When the company and customer base are relatively small, ability to be agile and make improvements quickly can be fairly robust. In part […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Healthcare Kudon'ts Kudos Leverage Opinion

COVID crisis highlights customer service Catch-22

There’s been a lot of talk about over-communicating with customers during COVID to make sure they know they’re acknowledged and cared about. However, there are definite exceptions—in this case it involves a prospect but the same principles apply to existing customers. A few weeks back, I checked into Inogen, a portable oxygen concentrator company just […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Leverage Opinion Social Media

Crisis frustration provides roadmap to better customer service

As important as providing and documenting great customer service is, discovering and acting upon customer dissatisfaction may be even more important. According to a recent business2community.com article: “Customer complaints provide valuable data…There are more of these than you may realize. A study by 1st Financial Training Services found that 96% of unhappy customers don’t complain, however, 91% […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Kudos Leverage Opinion

Customer service reps offer a hand instead of clenched fist

Hopefully, one of the most enduring COVID-19 crisis legacies will be a corporate culture where customer service reps offer an open hand to help versus a clenched fist. For far too long, corporate America has largely embraced the clenched-fist policy, in which customer service is provided in as small increments as absolutely necessary. In many […]