It’s “survival of the fittest” vs. “fill shelves with anything available.” On one hand, the most fit product manufacturers, in some cases at least, will be the ones best able to keep supplies on hand during the supply chain crisis. They think ahead. They figure out solutions. They overcome obstacles. On the other hand, empty […]
Tag: #loyalty
Supply chain disruptions increasingly are leading to bare shelves. In turn, many of those great products are out of stock—leading to disgruntled, frustrated customers. Many of those customers are now crying “bad customer service” as a result, and blaming those closest to the issue—retail front line workers. Business Insider freelance writer Elle Hardy interviewed one […]
Emotional intelligence can take many forms, from admitting a mistake to giving consumers an enlightening experience. Siggi’s Yogurt did the former. T-Mobile gets a shout-out for the latter. Within a week of starting to consume Siggi’s Yogurt, I received the following email: “We heard you loud and clear…In our never ending quest to lower sugar, […]
As anyone who hangs with me knows, I love Costco. For two-plus decades, they have personified emotionally intelligent customer service across the board. That’s due to a caliber of the people they hire, and how they train them. During a recent visit to the Parker, CO store to get my new glasses adjusted, I was […]
A couple weeks back, I ordered two items on Amazon. When the delivery failed, I requested and immediately received a full refund. I re-ordered the items. Two days later, the “undeliverable” items showed up. I likely could have kept quiet and gotten everything free. Instead, I called and explained the situation. At first, the rep […]
A key tenet of successful customer service is the level of emotional intelligence or ignorance that prevails. This pervades all facets of customer service, but one where much improvement is needed is the written word. Especially now, amid major stress, anger, and frustration, corporate America could do itself proud by communicating positively and supportively. Instead, […]
In an increasingly complex world deluged with communication overload, it’s more important than ever for customer service reps to provide accurate and complete information. Unfortunately, it’s ever-more-challenging to do this, especially when the issues involved are emergent and/or complex in their own right. Pandemic-triggered efforts to relieve both personal and business suffering have provided huge […]
Call it what you want, customer care, customer service, customer experience—the basics are still grounded in traditional tactics that worked hundreds of years ago. Today’s discussions, offerings and latest shiny tech toys are all variations on the same themes we’ve always cited as keys to success. According to astutesolutions.com: “78% of consumers said their customer service […]
Hit-and-miss customer care ultimately won’t cut it. Neither will experiences that don’t provide adequate self-service options. Companies with perceived “slow poke” responses also will drive consumers elsewhere. Customers expect a consistently positive experience, the opportunity to decide how to interact, and fast answers. They’re not patient when these expectations aren’t met. An astutesolutions.com article addresses […]
Regardless of how you define “customer experience,” “customer experiences,” and “customer service,” you need it all. An article in astutesolutions.com goes back and forth between talking about customer experience (CX) and customer service. It’s all interrelated. The article notes: “We live in the age of the customer. They now have the means and technology at […]
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