Delivering Exceptional Customer Service in the Twitter Era

Chris Dellen It wasn’t very long ago that I was shopping for a very specific product and learned that a specialty retail outlet had just what I needed. Three days later, I had an opening in my morning schedule, which made it possible for me to go and pick it up. I called the store to make sure that they were open, no answer…

3 Reasons Why Customer Loyalty Beats Customer Satisfaction - The Tale of Two Socks

Ruth Lochary Call center leaders are always measuring something. We’re buried in data and reports. One of the things we struggle to measure is “CSat” – customer satisfaction. We try post-call surveys to assess this; but privately, I think most of us would admit that we’re not sure those reports really amount to much of anything. If the customer is satisfied, they’ll keep coming back, right?

3 Steps to Creating Customer Astonishment - Lessons Learned at the Contact Center Conference & Expo

Ruth Lochary We hear so much about customer satisfaction, but is “satisfaction” enough? Moving a step beyond to delighting – even astonishing — our customers helps build loyalty that keeps customers coming back. What does it take to create an astonishing experience? I had one of those experiences recently and I saw 3 things I’d like to share with you.

21 Irrefutable Laws of Giving Superior Customer Service

Chris Dellen

1. It’s not the customer’s job to make your life easy. It’s your job to make the customer’s life easy.

2. Worst. Oversell / under deliver Best: Over Deliver Period

3. It’s your responsibility to understand what the customer really wants.

Zappos's 7 Ways to Achieve Remarkable Contact Center Customer Service

Chris Dellen I was leafing through the pages of the latest Harvard Business Review the other day and caught a glimpse of an article by Tony Hsieh, the CEO of Zappos on going to extremes for customers. In case you haven’t heard, Zappos’ remarkable reputation for extreme customer service has been key in taking in from 1.6M in revenue in 2000 to 1.2B in 2009, yes, that’s Billion with a “B”. Oh, and by the way, it’s harder to get a job at Zappos than it is to be accepted into Harvard University!

The Power of... a Broom. Do You Have One In Your Contact Center?

Ruth Lochary My last blog post looked at the power of a simple candy jar in putting out the welcome mat to your co-workers.  This time I want to look outside to your relationship with your customers by telling you a true story.

Have You Been Fired but You Don't Know It?

Ruth Lochary Here’s a true story….
A local business here in Indianapolis has a copy machine.  They’ve had the same vendor servicing the machine for seven years.  For the last year, they’ve had all kinds of billing problems with the copy machine vendor.  Finally, the local business said, “enough!” and told their copy machine vendor, “you’re fired.”  They found another copy machine vendor and switched their business.

If You Want More Business, Create Loyal Customers...

Christy Green In today’s highly competitive business environment, ensuring customer satisfaction is not enough. In fact, satisfaction is a measurement of mediocrity. If a customer tells you he’s satisfied, what he’s actually saying is things are “fine”. You know the translation of fine, right? It means “not that bad, but not that good either. If something better comes along, I’m going to check it out.”  So instead of one satisfied customer you could  have one less customer!