Category Archives: Customer Service

“Advocates” and “Satisfaction” don’t go together…

During my 8 years spent at Arthur Andersen (may they RIP) I lived in the world of “Customer Satisfaction” – both from providing it as a consulting service and as a measure of our own value to the clients.  It was HOT. And it was needed at the time.  People were clamoring to understand more…

When CRISIS can build LOYALTY…

One of the blogs I regularly follow is Seth Godin.  Why Seth?  He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics.  I was thinking the other day about a particular topic to talk about – how…

Customer Loyalty just doesn't happen…

One thing I have noticed over the years is how important something can be to someone and yet how little attention they give it.  Take for example a relationship with someone.  How many times do you see the relationship being neglected and taken for granted by the other person – only to wake up one…

A great experience at a winery…

Last week was my wife’s birthday and we wanted to do something fun and special – of course, where have you heard that before.  Since we live in Woodinville Wine Country, Woodinville Washington, we decided having a party at a winery would be a fun experience.  But which one – there are tons of great…

Nashville delivers an experience – but did it build "Loyalty"?

Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…

It's all about the customer experience…

There almost isn’t a day that goes by where I don’t hear someone tell me about how they lost a customer to their competition.  Upon further inspection there are all sorts of reasons such as price, terms, product availability, better expertise, or a host of other so called “reasons” why they defected.  BUNK! OK, sometimes…

When will they get it…

When are companies going to GET IT – the customer has a voice about the experience they want from a company.  Unless companies can dial into this experience, they will become irrelevant.  A great article that supports this and has the numbers to back it us is the Internet Retailer and their article, “Companies fail to measure…

You can always learn something on your BIRTHDAY…

Yesterday was my BIRTHDAY – what a great day of the year!!  I took most of the day off to spend with my wife and family and had a fabulous time.  BTW, presents are still being accepted if you would like to send one.   It seems like no matter what you do, there is…

Taking it just a little farther makes all the difference…

I came across an interesting article by JAMIE HERZLICH on Newsday.com today that just compelled me to comment on.  The good news is that the title of the article is spot on, “Small Business: Good Customer Service is Key.”  However, I don’t think Jamie took it as far as it could be to accomplish what…

Give your CUSTOMERS away…

Yes, you heard me right – Give your CUSTOMERS away to the competition.  OK, so maybe not entirely but in principle at least. Everyone is touting how great their customer service is or how wonderful of an experience they give their customers or how well our employees treat our customers, etc. etc. etc.  Put your…