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 […]
Category: Opinion
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 […]
Long before Hep C Connection, Ann Jesse (formerly Harlan) was the founding Executive Director of a New Orleans food bank called the Community Food Distribution Center (CFDC), described as one of the first programs of its kind in the US. In addition to a large central storage area, 17 distribution centers served those needing help […]
Ann Jesse dedicated herself to providing Hep C sufferers peace of mind, along with education and access to needed clinical and emotional resources. It started with Hep C Connection’s He!p Line. Notes an organization brochure back in the day: “How He!p Line works…Positive screening for HBV and/or HCV triggers a notification letter to the donor, […]
Ann Jesse didn’t just talk about change. She made it happen. Along the way, she enhanced many lives nationwide. She founded multiple organizations. Hep C Connection is the one I knew best. A brochure summarizes the organization’s focus, which ultimately became their most extraordinary customer service contribution: “When donors test HBV/HCV positive, give them more […]
My longtime friend, Ann Jesse, just died. Ann didn’t just practice stellar customer service, she created it. When diagnosed with Hepatitis C in the nineties, she started a national Hep C support organization to provide the help and answers she hadn’t been able to find anywhere else. The Hep C Connection grew to one of […]
Gotta hand it to Costco once again. Their growth continues healthily through the pandemic, largely because of their unwavering dedication to customer service (and their strong employee support doesn’t hurt either). And, this is despite ranking lower than some competitors in the convenience category, cited by a recent ZDNet.com report as a chief consumer buying […]
“Nuts and bolts” of a company’s strengths and credibility once focused on length of time in business, track record and proven abilities—in other words, historical measures. Now, companies increasingly are judged based on their customer service-related performance in the present and moving forward. Historical reputation, while still a factor in buyer decision-making, is taking a […]
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 […]
Increasingly, conscious capitalism includes discussion of how companies can positively impact their communities and the planet. Being “socially responsible” in essence provides customer service to these entities deserving and needing our support. In an Inc.com article, contributor Mandy Gilbert describes five tips to creating a socially conscious business. She notes: “…creating a company that’s closely […]
