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% […]
Recently, I received a link to a four-minute YouTube under the “Tom Foolery” banner. This installment, entitled “The Great Realisation,” addresses the days when COVID-19 attacked the land. It’s a look back from the future. Amid all the conflicting overly-sanguine and gloom-and-doom reports about the pandemic and lack of certainty about its spread, containment and […]
Any company taking, storing and processing customer information is risking their reputation and the customer’s financial wellbeing every day. One data breach can undo many years of reputation-enhancement and consumer confidence. And now, even when there isn’t an acute problem, many consumers fear one may be on the horizon. Notes Forbes’ Shep Hyken: “Are you […]
In this era of fake news and fast communication, company reputation is more vulnerable than ever to one negative headline or storyline. Strong customer service ratings over a substantial period of time can limit the damage, showing a pattern of competence and caring that supersedes isolated hits to a reputation. Building and maintaining a positive […]
Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand. These 100 statistics show the growth and importance of digital transformation, its impact on customer experience and digital challenges and opportunities for the future.” According […]
As technology and customer expectations evolve, so will customer service practices and commitments. Every indication points to increasing emphasis on keeping customers happy to keep the business going. Companies that go all in will survive and increasingly thrive. Those that don’t, even the ones that are “too big to fail,” face major loss of revenues […]
Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and the feeling of satisfaction and empowerment that comes with helping build a better world through “expert advice,” there can be downsides as well. It’s kinda […]
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the thought leader get more business. Here’s how it can serve dual purposes: Thought leadership, both addressing personal and professional topics, can help establish the author […]
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it comes to customer service, those little details can make or break a company. “It’s the little details that are vital. Little things make big things […]
Companies accustomed to getting enough business from referrals, reviews and word-of-mouth supporting their solid customer service often forget to address the flip side of the coin. What am I leaving on the table by not marketing proactively? Larger companies such as Costco do just fine without a formal marketing department. The buzz about their legendary […]
