Month: August 2015

Listening to the Unstated Need

Customer service is about transactions that fulfill a stated consumer need!  Customer experience delivery, however, is more than fulfilling a transactional need.  Loyalty-building experiences often involve caring for a customer by doing something unexpected. I can think of no better example of the distinction between service and experience excellence than an example from Capital One.…

View Post about Listening to the Unstated Need

Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}

The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation to…

View Post about Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}

The Cost of Serving Well

It was such a thought-provoking question.  In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?”  Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store.  After…

View Post about The Cost of Serving Well

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article