Once in a great while you come across a company that blows your socks off with their customer service and that is exactly what has happened to me over the past few weeks in working with Vanguard investments. What is their secret? Three things: 1. Responsive. I have never had to wait more than […]
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It’s tough to stand out among your competition when you are an online company. But that’s exactly what Chewy, an online pet store company, has accomplished with the use of the personal touch. The first time I ordered from Chewy for my chocolate Lab named Doak, the phone agent immediately turned the conversation into a […]
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In today’s fast paced world, you don’t have long to create an emotional connection with your customers to build strong customer loyalty. Here are three phrases that can be used to speed up that connection. They are easily remembered by the acronym CUS. CUS stands for: I’m concerned… I feel uncomfortable… I feel scared… CUS […]
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We all know that a higher education institution is not a theme park, it is not a vacation, it does not have rides, and it doesn’t have characters, so it is not Walt Disney World. But in their industry of theme parks, Disney is one of the most successful at keeping guests coming back. Are […]
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Tis the season for shopping and some companies are building up that customer loyalty better than others. One store stands out amongst all the others. Free Fly Apparel is a company that sells clothing made out of bamboo. Not only are their products outstanding quality and fit, but their customer service is superb. Combining a […]
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The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
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Years ago before Amazon became the ubiquitous place to buy most everything, I did a Google search to find an online supplier of a particular facial product I loved. A website came up and because I had several questions, I decided to call before making a purchase. The woman answering the phone very patiently answered […]
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The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
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I received a letter from my insurance company with the notification that my flood insurance would be cancelled if I did not provide them with an elevation certificate because their records indicated this document was missing from my folder. I called and let them know this certificate was provided to them five years ago when […]
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If managers truly want the delivery of excellent service to become a way of life in the department they lead, they must “walk the talk”. But, exactly,what are ways, a manager can do that? Following are seven simple actions for a manager to show in a visible fashion they are committed to customer service and […]
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