Customer Service

Satisfied customers are not loyal customers In today’s competitive landscape, satisfied customers are rarely enough. Satisfied customers rarely drive loyalty. It’s the total customer experience, not just customer service alone, that drives customer loyalty. The ‘cult of amazement’ is the highest level of customer engagement. It’s where a customer becomes Read more…

The new battleground for customer loyalty Delighting customers in the service channel doesn’t always pay. Customers whose expectations are exceeded are only marginally more loyal than those expectations are borderline met. Customer service doesn’t always drive customer loyalty. But customer service almost always drives customer disloyalty. It’s four times more Read more…

Picture your mom. Picture her life. Picture her face. As you serve your customers and affect their lives, picture how does that have an impact on your mom’s face? Now, be honest with yourself. Have you ever done anything to your customers that you’d never ever do to your mother? Read more…

Guiding Principle #1 Customer experience mindset What you can learn from Sephora’s customer experience mindset: Think of your company more like a lab than a factory. Offer a service around your product to bring customers into your stores. Embrace diversity within your company and hire people who are in line Read more…

Kindle | Hardcover | Audiobook Competition in business used to be down the street. Today, with the rise of the Internet and social media, competition seems to be everywhere. Gone are the days we win over the customers based on the product or service alone. In the new world of Read more…

Among the luxury space, Ritz-Carlton hotels regularly rank the highest in guest satisfaction, and it has won the reader polls as the best luxury hotel in the world. What’s more, Ritz-Carlton leadership center is named as the best global training company in 2007 issue of training magazine. In the new Read more…

Most businesses think they’re providing exceptional customer service while, customer satisfaction levels across many industries hasn’t improved for decades. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by re-configuring your customer service Read more…