Service Untitled

OCTOBER 22, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.

Brands 43

Brands How To CRM Exercises 43

Service Untitled

OCTOBER 26, 2010

More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. Companies may have larger, more inviting stores, but providing superior service is still what sets apart Zappos from ABC Shoes. Don’t make excuses when your company messes up.

CRM 43

CRM Exercises Tips Training 43

Service Untitled

SEPTEMBER 9, 2010

Therefore each organization needs a clear and concise company ethos, and clear organizational training and discussions to help employees interact with customers to enhance the customer experience. Training, role-playing, and practice help employees communicate positively to work out satisfactory resolutions.

Customer Service 44

Customer Service Customer Service Representative CRM Retail 44

Service Untitled

AUGUST 27, 2010

The successful company focuses on its customers, and in order to do that, leadership has to be involved and focused on improving employees and all business processes. So how does a company become process-focused? First, each company has to prepare. Companies need a mission statement so they can identify their key processes.

Customer Centricity 45

Customer Centricity Exercises Wait Times CRM 45

Service Untitled

SEPTEMBER 13, 2010

Leave a Reply « Listening to customer feedback through surveys Is CRM the answer to better customer loyalty? You can follow any responses to this entry through the RSS 2.0 You can leave a response , or trackback from your own site.

Report 43

Report Consumers Survey Customer Satisfaction 43

Service Untitled

OCTOBER 8, 2010

When asked if Ford might consider lifetime warranties, the company commented that longer warranties allow customers greater potential for abuse. Customer relationships are based on a company’s service especially in the auto industry. Companies can not take the customer for granted and need reliability and flexibility.

Loyalty 41

Loyalty Competitive Advantage Loyalty Programs Exercises 41

Service Untitled

APRIL 2, 2010

Using the customer focus groups, the company was able to concentrate on targeted problems consumers faced, and with that in mind was able to expand merchandise selection, easier store navigation and create a professional feel at the pharmacy that made customers feel more comfortable and secure.

Customer Focused 40

Customer Focused Self Service Groups Customer Satisfaction 40

Service Untitled

APRIL 2, 2009

A lot of companies don’t really track contact volume objectively. If Mondays at noon are usually busy, then the company increases staffing accordingly. Some companies need to staff more in the beginning of the week, others seem to be busier at the end of the week. What contact volume metrics do you track?

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

OCTOBER 4, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Personal shoppers now part of Lands’ End customer service Cheryl October 04, 2010 Customer Service , Customer Service Experience , Specific Companies 1 Comment In celebration of National Customer Service Week, Lands’ End Live will now enable users to communicate (..)

Video 41

Video Exercises Retail Customer Service Representative 41

Service Untitled

APRIL 22, 2010

Internal customer service provides our coworkers within our company information or services. For instance, in the real estate business someone from our marketing department asked me today to attend a woman’s business luncheon and represent our company for a charity fundraiser. Don ‘t withhold relevant information.

Customer Service 44

Customer Service Insurance Exercises Policies 44

Service Untitled

MAY 15, 2009

Some companies go all out and have glass or otherwise transparent/translucent walls and really fancy office designs that are specfically laid out to encourage openness and free communication. A lot of companies underestimate the importance of the physical layout and design of their workplaces.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

MAY 26, 2010

Guest Writer May 26, 2010 Culture , Little Things, Big Differences , Specific Companies No Comments We’ve all heard the saying “it starts at the top.” Typically, it’s in reference to how the attitudes of company leaders determine the attitudes of that company’s staff members.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Culture Social Media 40

Service Untitled

MARCH 10, 2010

Humor seems to always appeal to the masses, and the new Zappos commercial successfully calls attention to the company by creating the perfect juxtaposition of funny puppets speaking over the phone and cleverly incorporating a customer service message. The fine line between creativity and communication makes the message memorable.

Customer Service 41

Customer Service Entertainment Culture Exercises 41

Service Untitled

JULY 30, 2010

It used to be only big companies like Starbucks or Best Buy who offered the programs, but if you have a company that provides excellent customer service experiences, these loyalty programs can keep existing customers, build loyalty, and increase new customers even in a recession. Customer loyalty programs are showing up everywhere.

Loyalty Programs 41

Loyalty Programs Rewards Programs Loyalty Exercises 41

Service Untitled

OCTOBER 29, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Look after your staff and they will look after your customers Cheryl October 29, 2010 Customer Service , Employees , Specific Companies No Comments Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization.

Effort Score 42

Effort Score Employee Engagement Exercises Culture 42

Service Untitled

FEBRUARY 19, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Publix on top of American Customer Satisfaction Index Cheryl February 19, 2010 Culture , Customer Satisfaction , Customer Service , Specific Companies No Comments In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services.

Customer Satisfaction 41

Customer Satisfaction Culture Exercises CRM 41

Service Untitled

SEPTEMBER 27, 2010

The team leader was able to help the representative with proven methods to cut call time by typing while listening, learning the call system better, and being able to employ more of the tools, answering questions quicker, and having a better knowledge of the company’s products.

Call Center 44

Call Center Exercises Customer Satisfaction Customer Service Representative 44

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. A lot of companies are in fiercely competitive industries.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

SEPTEMBER 23, 2010

A company can generate a monthly newsletter. How did your company accept suggestions, and what did you do to improve your services? At Keyes Company Realtors, we have several affiliates who provide excellent customer service and related services that enhance the “customer first&# image the company strives to maintain.

Innovation 43

Innovation Social Media Exercises Course 43

Service Untitled

AUGUST 31, 2009

One thing I noticed after I ordered something I didn’t actually need was that Amazon has what is probably the simplest return process I’ve ever seen from any online company. This isn’t surprising given how Amazon works in general, but it’s an excellent return process that any company could learn from.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

AUGUST 12, 2010

Customers may leave because they don’t like your product, their friends have influenced them to move to another company, or the competition simply has you beat, but according to statistics, most customers leave because of a change in attitude or indifference by the business.

Customer Retention 45

Customer Retention Strategy Exercises Customer Satisfaction 45

Service Untitled

JANUARY 20, 2010

Engagement Level strategy: The idea is to openly accept and engage in communication with the customer base. Some brands only see generating revenue from customers as engagement others on the other hand also value communication. Open communication will contribute to brand loyalty an important step to create brand ambassadors.

Customer Service 41

Customer Service Customer Centricity Brands Culture 41

Service Untitled

JANUARY 18, 2010

The complaint may require extensive research or the solution to the complaint may simply lie in better future communication. Initially, you will need to listen to the entire story without trying to come up with an instant resolution. When someone makes a complaint it is really a two-fold subject. -

Exercises 40

Exercises Customer Satisfaction CRM Consulting 40

Service Untitled

SEPTEMBER 7, 2010

Cheryl September 07, 2010 Customer Satisfaction , Specific Companies No Comments Customer loyalty is the attitude of a customer when he purchases a particular product of a particular brand over another. We want favorable behaviors from companies. For instance, let’s take the example of the successful clothing company Patagonia.

Loyalty 45

Loyalty Loyalty Programs Exercises Customer Satisfaction 45

Service Untitled

AUGUST 5, 2010

It saves the company a huge amount of time, and keeps people happy. Some companies think that customer service representatives do not learn skills from abstract situations taught in seminars and training classes, but I witnessed an interesting experience yesterday that had been learned and mastered well.

Customer Service Representative 41

Customer Service Representative Customer Service Banking Exercises 41

Service Untitled

MARCH 3, 2010

Like last year, I want to do a brief writeup on the companies and the process. Videos let you see (literally and figuratively) what companies do and how they work. They’re also interesting because they are more reflective of the type of culture the company has. The winner this year was a company called Pet Relocation.

Video 41

Video Exercises Consulting Culture 41

Service Untitled

JULY 7, 2010

The company has been hiring representatives from the hospitality and sales industries finding their experience with customers to be a vital asset when dealing with customers who need empathy and the kind of understanding not taught in any training manuals. At a local. You can follow any responses to this entry through the RSS 2.0

Customer relationships 43

Customer relationships Hospitality Social Media Customer Satisfaction 43

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

APRIL 30, 2009

Odland said that if everyone at Office Depot knew as much as he did (in terms of cause and effects, how actions fit in with the rest of the company, etc.), the company would be much more cohesive and efficient. Think about some of the ways you can share more company information with your employees.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

MARCH 20, 2009

Disney is a very interesting company that written about before and I’m hoping to come back from my short trip with some great post ideas. I’ve been to Disney plenty of times before, but I think this is will be my first trip there since I started my blog.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

OCTOBER 1, 2010

.’ Branding used to be just associated with a company logo or a business card, but that was 20 years ago. Branding becomes the impact a company has on their customers’ lives through their services or their products. A company can’t be everything to everyone, and each company needs to find their own particular niche.

Customer Service 44

Customer Service Video Social Media Exercises 44

Service Untitled

OCTOBER 20, 2010

.’ &# Dr Pepper Snapple claimed the top score with an 85 out of a possible 100 beating Coca-Cola and Pepsi Company. Soft drink companies’ sales are fairly recession proof and with the global expansion to China and India, revenues have been on the rise. You can follow any responses to this entry through the RSS 2.0

Customer Satisfaction 41

Customer Satisfaction Survey Consumers Exercises 41

Service Untitled

JUNE 8, 2010

That teamwork eventually evolved into a company boasting 62,000 support personnel, 7,000 branches, and 800,000 vehicles. Regularly surveying customers, but keeping questions targeted to one specific area could evaluate the company’s progress. The Enterprise Way has been a cautious company growing with limited risk.

Customer Expectations 41

Customer Expectations Entertainment Exercises Customer Service Representative 41

Service Untitled

FEBRUARY 17, 2009

A company I work with now uses the software the general method I outlined in my post. It takes one person at the company about 5-15 minutes to send out a survey and start getting responses. As soon as the company bought the software and got it working, they never looked back. How can you make them easier for people to do?

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

APRIL 19, 2010

The survey companies paid a ridiculously low compensation or offered lotteries, sweepstakes or points to keep us participating. The company has to think about the reason for the survey. As companies survey customers however, it is important to note that customers expect the responses they give to produce observable results.

Customer Satisfaction 41

Customer Satisfaction Survey Groups Social Media 41

Service Untitled

FEBRUARY 26, 2010

Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. The Panera Bread establishment in Palm Beach Gardens is attractive and offers free wifi, which is where I am writing this blog post.

Exercises 41

Exercises Customer Satisfaction Policies CRM 41

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40