With a new year comes the annual list of “trends to watch”. When reading a recent list researched by JWT Intelligence http://lisaford.blogspot.com/2010/01/www.jwtintelligence.com, I started to think how these trends relate to your customer’s loyalty. To gain your customer’s trust and…
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Category: Lisa Ford
Hire Smart to Start
After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when…
Final Questions Can Build Customer Loyalty
I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don’t pay…
Tagged with: loyalty
Exceptional Customer Service – Podcast Interview with Lisa Ford
A customer service trainer interviews Lisa Ford, speaker and author of Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations. How can you become more customer-focused? How do you know if your service efforts are actually…
Focus on True Customer Service in a Challenging Economy
Tough times require a renewed focus on customer service. You will not survive without loyal customers. It may be tempting to lower your price or fees to get a customer but you most likely will attract a customer who is…
Tagged with: Economy
Customer Service Basics are Timeless
Today’s buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think…
Tagged with: loyalty
Why Customer Service is Not Enough
What was your latest customer service slogan? “The customer is always right”, “The customer comes first”, or how about this one – “The Year of the Customer”. I spoke recently at an event and that was the theme of the…