Customer service

You Can Forget the Customer Experience

Not that it doesn’t matter, because it does. But you can forget the customer experience IF you neglect to take care of the employee experience. Here are several favorite quotes that capture the essence of the employee-customer experience connection. “Paradoxically, to achieve an emotionally connecting customer experience, employees come first, ahead of the customer.”  Tom 

Continue Reading…

How Careful are You with Your Brand?

Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business. This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm. 

Continue Reading…

What Do You Notice About These Three Customer Service Stories?

In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before 

Continue Reading…

David Lamb

Internal Marketing Spotlight: Hyatt Place Dallas Ft. Worth

While I travel often for business, my experience staying at the Hyatt Place DFW airport hotel felt different. I was consistently met with genuinely friendly, caring attitudes from all the hotel associates I encountered: from the sales manager who helped me with an extra night’s stay because I needed to arrive early before an impending storm 

Continue Reading…

A Manager’s Guide on How to Cope When Team Efforts are Taken For Granted

I had an interesting discussion with a colleague who manages an internal service department for a medium-sized organization. She’s a supportive manager whose team takes pride in providing quality service to internal clients. However, she finds it a challenge to keep her employees at the top of their game when some internal clients are unappreciative 

Continue Reading…

Are You Guilty of Treating Your Customers Like Chopped Liver?

The phrase “What am I, chopped liver?” is uttered when a person is made to feel that he or she is not special. It’s exactly how some customers feel as a result of neglect by companies. I’m seeing this scenario play out in a membership-based company that’s constantly offering special discount pricing to acquire new customers 

Continue Reading…

The Engaging Customer Experience as a Differentiator

[I’m pleased to feature this special guest post by Chip Bell in honor of his new book, Kaleidoscope:  Delivering Innovative Service That Sparkles. Chip is a respected and renowned keynote speaker and the author of several national best-selling books. He can be reached at chipbell.com. Adding a Kaleidoscope Attraction by Chip R. Bell Is your business a destination location?  

Continue Reading…

How to (Gently) End a Customer Relationship

When I asked other business professionals when it’s best to lose a customer or client, the reasons boiled down to the customer’s lack of respect and not being fully committed to the working relationship. Examples cited included: difficult interactions with or mistreating customer-contact employees being unresponsive and uncooperative paying late or not at all. The 

Continue Reading…

Extending Thanks Giving

Regardless of when you observe Thanksgiving, the holiday encourages us to give thanks for all we have … and for all that we don’t have (e.g., difficult circumstances). I’m all for expressing sincere gratitude during the season; I just wish it was given more frequently. A friend of mine shared her experience with a Salvation Army volunteer 

Continue Reading…

Hey, Wells Fargo: You Should’ve Followed Aretha Franklin, Not Gordon Gekko

I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager for a local bank. It was some 30 years ago when the banking industry was trying 

Continue Reading…