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 […]
The “butterfly effect” holds that a seemingly insignificant, small occurrence like the flapping of a butterfly’s wings can ultimately impact weather halfway around the world. Americanscientist.org states it this way: “The concept referred to as the butterfly effect has been embraced by popular culture, where the term is often used to emphasize the outsize significance of minute […]
As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details. Despite lackluster experiences with most insurance companies themselves, I’ve had great success working with agents who understand my consummate demand for competency, trustworthiness and responsiveness. Dan Mahoney and his company, […]
When it comes to hospitality, I’m really picky. If I were a customer experience specialist for a hotel or Bed-and-Breakfast, I would look for all the “little things” that show attention to detail and caring—or lack thereof. Unfortunately, in today’s institutionalized, bean-counter-obsessed world, talk is cheap. Everyone promotes their great customer service, but most fail […]
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details can make or break a company. That little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive […]
Companies getting 9 out of 10 customer service enhancement efforts right often learn that it’s the one that goes wrong that gets most remembered and reported. A Forbes.com article by Micah Solomon entitled, “5 Customer Service Mistakes Even The Experts Make,” notes, “Blind spots can sabotage the thinking of even the most well-versed and experienced […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
It seems axiomatic that stellar treatment of employees boosts their favorable interactions with customers. Then there’s Amazon, whose highly-rated customer service seems to run headlong into controversial employee treatment. How does this sync up? An Inc. Magazine article about corporate culture offers some insight: “Bezos notes that maintaining the startup culture enables the behemoth company to […]
