The best customer service organizations have many things in common. I believe the most important is that its leadership focuses on customer service and the customer experience. Check yourself and your leadership against these four strategies. Leaders dedicate dollars, time…
Customers want a consistent service experience. It seems like that would be easy to deliver yet it is not the norm. Since it is not the norm, consistency becomes a customer differentiator. Check how well you deliver consistency with these…
The customer experience is all about doing things that will be memorable and of value to the customer. Start with the basics and fundamentals. Once you have gotten them right, you will have earned the customer’s trust and repeat…
I have started to see articles that state a common theme. It is that all products and services will eventually commoditize to the point where it is virtually impossible to distinguish them by price or performance. This result is driven…
The Five C’s of Effective Execution Pay a Key Role in Superior Customer Service. To have mastered these five measures means that you have mastered the way to superior Customer Service which will produce results for your company! …
Creating a customer-focused culture requires strategy and constant review. January is a time for resolutions, goal setting and organizing. Take the time to apply these same disciplines to your customer focus. I suggest going as far as renovation and retrofitting.…
Organizations serious about creating a customer focused culture have spent time studying Zappos. Zappos has developed an unusual approach to serving customers and building loyalty. They have redefined empowerment. Team members have the ability to spend time on customer calls…
Customer experience is a tough concept to define. It is designed and delivered by the company yet defined by the customer. According to research and customer conversations, the experience can be the reason for defection or loyalty. You must make…
Dr. Nido Qubein
Posted in Customer Loyalty, Customer Service, Dr. Nido Qubein, Nido Qubein, Uncategorized
Having a flock of happy customers is like having your own advertising agency. A major study by a commission of business experts found that the typical happy client will tell three friends or business associates about you. Word-of-mouth advertising through…
I am still amazed at how a customer has to complain before they qualify for the “better deal”. For example, I have been a customer with the natural gas utility company for over 25 years. Our payment history shows timely…
Customers are impatient, picky, demanding and savvy. They are also THE reason a business exists – to serve and sell the customer. To make 2012 a profitable year, here are the 5 Bs of what customers want: 1. Be Fast.…
The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies. 1. Leaders dedicate dollars, time…
The most frequent question I get from clients is how do we get our people to do something differently tomorrow. They are asking about execution from their top leaders, managers and front line teams. The executives have spoken of service…
