What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer…
Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you…
Quick, name the last time you dealt with a big company and had a great experience. For most of us, it’s hard to think of a time when that happened. Now, think of a neighborhood business or a shop or…
Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front…
(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t…
Understanding what it takes to provide great service starts with the famous adage about customers: that they are always right. The next step is to acknowledge that the adage must not always be true when you learn about the customer’s…
Seth Godin “You don’t need to be more creative – you need a quieter lizard brain” –Seth Godin Your brain is not your friend. At any moment now you might encounter something scary or unexpected or just plain wacky that…
The average person can hold between five to seven items in working memory. You are probably using a couple of those items already. The takeaway – especially when you’re asking customers to do something for you – is for you…
Here’s something interesting I read today on the effects of smartphones on shopping. The article matters because it’s about a big trend (changing habits in shopping, especially in everyday environments like grocery stores) and has long-term societal implications. For example,…
