Haven’t you ever tweeted about a poor customer experience, product, or service? I know I have. There’s something cathartic about sharing it in the Twittersphere.
Well, now there’s a new study that shows how important it is for businesses and organizations to respond to complaints and angry Tweeps. It will affect your bottom line! Continue reading
Next week is National Customer Service Week! From October 3-7, large and small organizations will celebrate it with various programs and professional development workshops.
If this is the first time you’re hearing about it, you haven’t much time to plan, so I’ve put together seven last-minute things you can do to acknowledge your customers during the week. Choose one or two to do, then make a note in your calendar for next year’s celebration (October 2 - 6, 2017) so you’ll have ample time to plan ahead. Continue reading
If you’ve ever been to Hawaii, you’ll totally “get” this post. And, even if you haven’t, read on to discover the top customer experience strategy they use in the Hawaiian islands.
I just returned from my first trip to Hawaii (Maui), and aside from the consecutive rainy days everyone there told us was “unusual,” it was a lovely getaway. My hubby and I attended a luau where we learned more about Hawaiian culture and history than we read in our pre-trip online research.
What I discovered about Hawaiians is their collective commitment to aloha, which is much more than a simple hello and goodbye greeting. Continue reading
You want your customers to like your products and/or services, right? If they like your biz/organization, they’ll likely come back.
For the past umpteen years, customer experience professionals (including me) have been advising businesses and organizations to “delight” their customers. Just do a Google search for “delight your customers” and you’ll discover articles, posts, books, and more.
In my book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, I describe what superlative service is, and yes, the word “delight” is there:
“Exceptional service is when your business “blows customers away” by going above and beyond their expectations. In order to achieve this superlative, you and your employees do the following: Continue reading