“We love our customers, and they obviously love us. They keep coming back, again and again!”
Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back?
Not to…
I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.” Maybe that seems like a bit of a rude answer, but here is…
Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more…
The answer is to not compare yourself to the competition, but to the best companies from other industries.
In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other…
Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review-as in how much they are enjoying the product and how they are using the product-can push a potential customer to make the purchase.
There is a similar benefit to employees reading reviews. While…
If you’ve been following my work, you know I’m a customer service expert. I help my clients create amazing customer experiences for their customers (or clients, guests, members, etc.). In addition to training and consulting, a big part of what I do is delivering motivational speeches about service and CX…
It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. People were scared to use the L-word in business. Some…
I hope I captured your attention with that stat. Netomi just released its Customer Service Benchmark Report for the telecom industry. What caught my eye were the findings about the telecom industry, which includes telephone companies (including mobile phones) and internet service providers. …
Who would have ever thought that we would be in a world-not just a country-where wearing a mask to protect against disease would be normal, everyday behavior? Whether you’re a fan of the mask or not, it’s recommended, if not mandatory, in most places where there are people. Even if…
