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 […]
Companies looking for ways to let the world know about their committed customer service are going back to the future to do it. Snail mail, once the junk repository for most, is now new and shiny again. Email has become the primary junk repository for most. And, while online advertising is now a powerful, influential […]
Customer service affirms faith in caring companies Prior to attending the LendIt conference in San Francisco last week, I enjoyed four days of R&R in the city. My stay at the Hyatt Centric Fisherman’s Wharf proved delightful, and let me know that there are still companies out there that know how to do it right. […]
Six must-read posts on customer service. Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in your company can pay substantial dividends now and down the road. Companies unwilling or unable to examine potential weak links likely will discover the hard […]
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing from the inside out.” I coined the phrase back in nineties to address the importance of making performance match promises. That performance applies to customer […]
Once again, here we are talking about Costco. No, I don’t have their stock (although I should). And, no, I don’t get compensated for endorsing them. It’s simply that Costco does it right. And by “it” I mean their entire approach to customer service, employee treatment and overall empowerment within the organization.
Ancient Greek philosopher Aristotle stated, “All things in moderation.” Believe it or not, this applies to customer service. Given my ongoing advocacy for good customer service, I find it difficult—but necessary—to also advocate for all things in moderation when it comes to delivering top-notch customer care. Increasingly, in an apparent effort to provide superior service, […]
Talk about weak links! How many times recently have you emailed a series of questions to a customer support address, and received incomplete answers? Even worse, it’s now commonplace for one or more of the questions not to be addressed at all. I’ve had it take three tries before getting simple feedback that should have […]
Of the many weak links in customer service policies, deliberate disservice to make a buck is one of the weakest. A recent Harvard Business Review article asks, “Why Is Customer Service So Bad? Because It’s Profitable.” The article notes, “It’s a familiar scenario: A service provider fails to live up to your expectations and you […]
Given my TV viewing habits, I get bombarded daily with appeals for contributions to everything from sick seniors to abused animals. Some time ago, with the exception of St. Jude’s Hospital to whom I donate without question, I started checking out these organizations before sending money. What I’ve found, by and large, is that organizations […]
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