Tag: #customerexperience

Divisive times dictate viewing customer service through a new lens

Post author By Mark Lusky
Post date July 7, 2020
1 Comment on Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customerexperience, #customerservice, #mentalhealth, #MLCBuildingBridges, #newnormal, #publichealth

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Party of one, anyone?

In the short time since my last post, much of our world has been relegated to a party of one. Shelter-in-place orders are proliferating across the country, and people increasingly are shying away from even minimal interpersonal contact. To counter the frustration this situation brings, think about what you still CAN do instead of what […]

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customereducation, #customerexperience, #customerexperiencetips, #customerservice101, #customerservicedriven, #customerservicevoice, #publichealth, education, health, safety

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion

Perfect time to practice ‘peer’ customer service

Post author By Mark Lusky
Post date March 17, 2020
1 Comment on Perfect time to practice ‘peer’ customer service

I’ve often said that we’re all small businesses consisting of ourselves. While we may not be self-employed, we all certainly perform what can be called basic business functions in our day-to-day lives. The current coronavirus crisis provides an opportunity to practice “B2B” customer service with our family, friends, colleagues, neighbors and communities-at-large. In essence, we […]

Tags #commonsense, #consumerhealth, #consumersafety, #coronavirus, #customereducation, #customerexperience, #customerexperiencetips, #customerservice101, #customerservicedriven, #customerservicevoice, #publichealth, education, health, safety

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion Uncategorized

Sensationalized coronavirus media reports, Trump Administration containment claims damage ‘customer service’

Post author By Mark Lusky
Post date March 10, 2020
1 Comment on Sensationalized coronavirus media reports, Trump Administration containment claims damage ‘customer service’

A balanced perspective about the coronavirus would provide a great customer service to We the People. Instead, we have sensationalized media on one side proclaiming that the “sky is falling.” On the other side, we have the Trump Administration glibly maintaining that the condition is being contained. While the media’s job in large part is […]

Tags #commonsense, #consumerawareness, #consumereducation, #consumerexperience, #consumerhealth, #consumersafety, #coronavirus, #customereducation, #customerexperience, #customerexperiencetips, #customerservice101, #customerservicedriven, #customerservicevoice, #publichealth, education, health, safety

37 and Counting Cultivating Positive Relationships Empowerment Techniques Healthcare Opinion

Coronavirus claims deserve utmost scrutiny, truthtelling

Post author By Mark Lusky
Post date March 3, 2020
1 Comment on Coronavirus claims deserve utmost scrutiny, truthtelling

Establishing consumer awareness, ensuring consumer safety and promoting education are three critical customer service functions. As everything from product counterfeiting to coronaviruses becomes more front-and-center in the eyes of the public, companies need to step up their game to provide critical information and help safeguard the public as best they can. A CNN.com report at […]

Tags #commonsense, #consumerawareness, #consumereducation, #consumerexperience, #consumerhealth, #consumersafety, #coronavirus, #customereducation, #customerexperience, #customerexperiencetips, #customerservice101, #customerservicedriven, #customerservicevoice, #publichealth, education, health, safety

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Airline ‘Recline-gate’ discussion spotlights when one person’s customer service is another’s disservice

Post author By Mark Lusky
Post date February 25, 2020
1 Comment on Airline ‘Recline-gate’ discussion spotlights when one person’s customer service is another’s disservice

To recline or not to recline on a plane: That is the burning first-world dilemma currently making all kinds of headlines. The scandal began when a male passenger started punching the reclined seat of a female passenger. Even Ellen DeGeneres has weighed in through a Travelandleisure.com article. The article points out, “Ellen [DeGeneres] is the […]

Tags #commondecency, #commonsense, #compassion, #customerexperience, #customerexperiencetips, #customerservice101, #customerservicedriven, #customerservicevoice, #mannersplease

37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Employees are where customer service rubber meets the road

Post author By Mark Lusky
Post date February 18, 2020
1 Comment on Employees are where customer service rubber meets the road

Companies can tout customer service, execs can make sweeping statements about its importance, reviews can show how good a job the company is doing—but at the end of the day, day-in and day-out employee performance and commitment are where customer service succeeds or fails. Perfect example: I received a text from T-Mobile telling me that […]

Tags #customerexperience, #customerexperiencecopywriter, #customerexperiencetips, #customerservice, #customerservice101, #customerservicedriven, #customerservicegoals, #customerservicemanagement, #customerservicevoice

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Marketing exaggeration sets up poor service complaints

Post author By Mark Lusky
Post date February 11, 2020
1 Comment on Marketing exaggeration sets up poor service complaints

Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s available so far only in certain areas with certain cellphones. Airlines boasting terrific accommodations are almost doomed to disappoint when travelers wind up stuffed to […]

Tags #customerexperience, #customerexperiencecopywriter, #customerexperiencetips, #customerservice, #customerservice101, #customerservicedriven, #customerservicegoals, #customerservicemanagement, #customerservicevoice

37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Successful customer service programs develop from a place of authenticity

Post author By Mark Lusky
Post date February 4, 2020
1 Comment on Successful customer service programs develop from a place of authenticity

Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this reliably across all customer service audiences in a rapidly expanding marketplace is the biggest challenge. Where to start? By understanding that the most successful customer […]