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Customer Service Empowerment Techniques Kudos Kudon'ts

Consumer confidence is a many splendored, and easily shaken, commodity

Great products are part of a great customer experience. Costco has figured this out. In addition to favorable pricing and excellent treatment, Costco has earned a reputation for carrying reputable products. While it’s not a perfect system, more often than not customers can buy products with confidence—figuring that only the crème de la crème will […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Tale of two companies: Nova Home Loans displays emotional intelligence in contrast to loan servicer emotional ignorance

A key tenet of successful customer service is the level of emotional intelligence or ignorance that prevails. This pervades all facets of customer service, but one where much improvement is needed is the written word. Especially now, amid major stress, anger, and frustration, corporate America could do itself proud by communicating positively and supportively. Instead, […]

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Customer Service Empowerment Techniques Kudon'ts Opinion

Starry snafu highlights why misleading customer service is worse than none at all

Customer service representations that don’t hold up to actual performance are worse than no customer service at all. My Nextdoor post last week addresses my frustrating “Starry Snafu” experience:  “As a backup to CenturyLink Internet/landline, which I’ve had nearly 5 years, I ordered Starry on a trial basis. When I put in the order, I […]

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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

Incessant advertising is another over-communication mistake

I can die a happy person if I never see another Golo or American Home Shield TV commercial come up on the screen. Make no mistake, I actually checked them both out initially. Golo offers a regimen to battle insulin resistance and American Home Shield covers home repairs. In fact, I initially found the American […]

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Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Comcast customer service fails to follow through

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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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Peloton experiences ‘under delivering’ customer service woes

It may be Joe Biden’s stationary bike of choice, but Peloton is currently a poster child for under delivering, with buyers expressing strong frustration about long waits to get their bikes delivered. Notes the New York Times in a January 17, 2021 article: “Peloton’s Rapid Rise Is Threatened by Its Slow Delivery…The company has boomed […]

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

Tale of functional and dysfunctional medicine reveals abysmal customer service gaps

  In search of a qualified functional medicine specialist with whom I could partner to improve my health, I discovered a huge abyss of customer service attitudes. The first candidate lost the opportunity to serve me after saying the doc didn’t offer short, complimentary meet-and-greets to determine if a positive connection exists. Oh, and I […]

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

Crisis customer service builds bridge to future

Have you gone out of your way to provide more compassionate and caring customer service during the COVID-19 crisis? If so, those efforts can become a cornerstone of customer loyalty and buying. In addition to those who already know, tell the rest of the world about it! This is a case where prior “good acts” […]

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37 and Counting Cultivating Positive Relationships Customer Service Kudon'ts Opinion

When technology runs headlong into common sense, customer service

Technology is touted for its customer relationship management enhancement. Using advanced techniques, marketers can mine much information about prospects and customers, ranging from how they want to be communicated with to buying habits. But, there’s a decided dark side to technology run amok—or not running at all. When it complicates or confuses the buying process, […]