08 February 2010
Recently, at our weekly breakfast club meeting we were treated to one of the better dining experiences I have had in a long time. It didn’t happen because the food was spectacular. It wasn’t. It wasn’t because the restaurant team did everything right. They didn’t. And it’s not that our server was overly funny or charming [...]
Published in All, Customer Perspective0 Comments
08 February 2010
A key customer service principle is to “deliver on the promise of the brand.” Every organization owns a particular brand image in the minds of customers, and anything out of alignment with the brand creates a disconnect and a disappointment for the customer. Imagine, for example checking into a Ritz Carlton hotel only be treated rudely [...]
Published in All, Experience1 Comment
08 February 2010
I rushed down to the lobby of the SE Hotel in San Diego a couple weeks ago to grab a cup of coffee for myself and hot tea for a friend. It was 7:00 a.m. and I was on a tight schedule. As I whisked toward the elevator, a hotel employee dashed from behind a [...]
Published in All, Attitude2 Comments
05 February 2010
Communication is the surest path to delivering Amazing service to our customers. But it’s often harder than we realize to be on the same page with our customers. Here’s a funny (and true) example of how something can seem so clear to an employee but not their customers. Thanks to the good people at NotAlwaysRight.com for [...]
Published in All, Customer Perspective0 Comments
05 February 2010
A recent article about Burger King points to a weakness in what seemed like a profitable marketing strategy. It reveals lower earnings by the company at a time when many of their so-called “Super Customers” are leaving them. According to the article, BK has focused much of their marketing on customer 18 to 34 years [...]
Published in All, Feedback0 Comments
05 February 2010
In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact. Some people estimate 100 million people saw his video. You see, United Airline broke [...]
Published in All, Service Recovery0 Comments
05 February 2010
Most people do what they are supposed to do – what is expected by the customer. When someone goes out of the way to help us, we are surprised. Our expectations are exceeded. Doing a little something extra or special is not difficult. Sometimes it means just doing whatever you are supposed [...]
Published in All, Attitude0 Comments
04 February 2010
Southwest Airlines has been my favorite airline for a long time – I’ve written about them often in this blog and talk about them often in my speeches. I’m a Southwest fan not only because of positive experiences, but also because their success and almost cult-like following has been a great case study as a [...]
Published in All, Attitude5 Comments
04 February 2010
Recently I submitted a help ticket to a company about a problem with their product. It was not a critical issue but one that needed fixing. After reviewing the issue they marked it as “resolved”. But they never told me it was resolved. And they didn’t tell me how to apply the fix. So, from where I [...]
Published in All, Customer Perspective0 Comments
03 February 2010
I went online t0 Mrs Fields Cookies to place an order. However, after placing the order, providing the shipping address and credit card information, at the very last step, I discovered I was not able to place the order because the billing address for the credit card was in Canada. I called the Mrs. Fields phone number [...]
Published in All, Customer Perspective0 Comments
03 February 2010
Unbelievable. In this dire economy companies are still telling customers “Sorry, I can’t do that, it’s our policy.” Can you really afford to push your customers away because of some stupid misguided policy? Really? Last Saturday I went to a local dim sum restaurant to celebrate my friend Mary’s birthday. There were 10 of us dining [...]
Published in All, Customer Perspective1 Comment
03 February 2010
A big priority for me is making sure customers have a voice. Many of an organization’s problems can be overcome by having better conversations with their customers. Intuitively, we know this. But we don’t always do it. And in some ways it’s harder than in “the good old days” because of how our world has changed. The [...]
Published in All, Feedback0 Comments
Tim Sanchez: This is really great advice. Thank you for sharing...
Kevin Stirtz: Good lessons here Dennis. Our brands are walking a...
Kevin Stirtz: Delivering great customer service is all about mak...
Marilyn Suttle: Thanks Kevin and Tom. I believe that twitter is we...
Dennis Snow: Brian, I appreciate your comment about my article....
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