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“We Only Have One Server” Fails as a Customer Loyalty Strategy

Most will agree that a customer loyalty strategy is essential especially among national chains.However my customer service experience today shows even the national restaurant chains fail to understand...

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Two Tales of Customer Service

Great customer service makes or breaks any business from the smallest mom and pop shop to the national franchise. These past weeks while on vacation I have experienced the best of customer service and...

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“Are You a Customer?” Is a Dangerous Question

This past week I drove through my bank’s outside drive through  teller lane to quickly deposit several checks. Well I thought it would be quick because 3 of the 4 lanes were empty.  Unfortunately I...

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Eating Workplace Culture One Bite at a Time – Part 04

We have all heard the customer is king or queen.  Yet if we look at customer service research, the workplace culture may not believe in the implied royalty within the customers or clients being served....

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The Economic Collision of Customer Service and Social Media

The customer has evolved from being King or Queen to being an Internet socially connected King or Queen.  No longer must he or she hang on for minutes to speak to your customer service department....

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Always Remember Customer Service Is SALES!

How many times do those in B2B or even B2C industries fail to understand customer service is sales.  A new report just released by Astound Commerce through secret shoppers recognized seven retailers...

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Lies Do Not Inspire Customer Loyalty

When will customer service people from wait staff to store clerks to everyone else in between realize lies do not inspire customer service loyalty. No lies do exactly the opposite. Lies build distrust...

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Priceless, The First Customer Service Experience

In relocating from NW Indiana to NW Arizona, we have had to outreach to several businesses.  Once again I realized how truly priceless the first customer service experience really is. Credit...

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Bad Customer Service Should Not Be a Sales Objection

Selling in today’s world has many challenges.  Bad customer service should not be one of them. Top sales performers know how to overcome a sales objection. Yet when that sales objection is something...

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Emotions Are Your Customer Experience Reality

Emotions are the common thread that bind humans beings.  And it is those very same emotions that are guiding each and every customers experience specific to the points of connection.  Again, points of...

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