The pandemic has proven a catalyst for companies to enhance their customer experience (CX), retain customers, and build loyalty. A McKinsey & Company report sums up the challenge and reward of improving customer experiences: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies to change how they connect with and serve […]
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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 […]
Promises and performance are chief spotlights of customer service. Companies that over-promise and under-deliver increasingly are finding their reputations, and consequently their revenues, jeopardized. Conversely, companies that go the extra mile to meet or even exceed their promises are retaining existing customers while attracting new ones—often in droves. As the spotlight on enlightened customer service […]
Truly, 2020 was the personification of philosopher Plato’s declaration, “Necessity is the mother of invention.” Dictionary.com explains the statement: “A need or problem encourages creative efforts to meet the need or solve the problem. This saying appears in the dialogue Republic, by the ancient Greek philosopher Plato.” Wow. What a year it was. And, by […]
As companies grow bigger and more global, customer service in many quarters is feeling more like dealing with a caring mom and pop enterprise than a mega-company. That’s clearly the attitude of such companies as Costco, which has been making me feel right at home since 1999. (Full disclosure: I’m an unabashed, biased Costcophile with […]
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