5 Ways to Grow a Culture of Customer Loyalty
While out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn’t extravagant–no restaurant, no valet service. What it did have though, was consistently outstanding customer service.
Posts Tagged ‘customer service’The HEART in HiringJune 17th, 2010 by Monique CastilloDoes Likeability Trump Customer Service? Sometimes Yes!June 16th, 2010 by Vasudha DemingA recent experience I had as a customer has challenged my heretofore rigid insistence that I won’t buy from companies who provide poor customer service. I’ve since gone over the situation in my head several times and each time I come to the same conclusion: Sometimes the human element, with all its foibles, is more compelling than skills, procedures, and best practices. Is It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?” Technical Support and Customer Service — The Perfect Service MashupJune 2nd, 2010 by Monica Postell“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.” “Hey, what’s going on. My screen’s all blue!!” The Secret Value of Unorthodox Call Center Customer Service TrainingMay 11th, 2010 by Monica PostellHow does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up. Four Ways to Show You Value Your CustomersMay 6th, 2010 by Monica PostellPerhaps it takes an economic downturn…I mean readjustment…of the scale that we’ve had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus keeping existing customers? Customer Service Starts With Your StaffMay 4th, 2010 by Peggy CarlawI just read an interesting article in Inc. by Tali Yahalom called “How to Improve Your Company’s Customer Service.” In it, she says that improving your customer service starts with your staff. She then goes on to talk about establishing service levels, using online tools like CRM systems, etc. I agree with Tali. These all pale in comparison to her first point: having the right people talking with customers and the right people in front-line supervisory positions. Five Tips to Improve Service for Your CustomersApril 28th, 2010 by Monica Postell“How do you improve service for customers?” Now there’s a topic that no one ever talks about, right? 5 Principles of Customer CareApril 28th, 2010 by Vasudha DemingOver the past 15 years, Impact Learning Systems has worked with many organizations to help establish a culture of world-class service. The principles outlined here are key to that endeavor, regardless of industry. Five Inspiring Customer Service QuotesApril 1st, 2010 by Monica PostellWhat makes a customer service quote inspiring?Let’s consider who needs to be inspired and why. If you accept the premise that excellent customer service is at the heart of customer retention, it follows that the people providing service are the ones we’d like to inspire. (It also helps if they have the tools and training they need, are compensated appropriately, and have supportive managers who regularly gives them helpful feedback… but I digress.) Being inspired is a good thing so I decided to share five quotes that I’ve been told by people who provide customer service —on the phone or in the field—inspire them to deliver great service. (more…)       |
||||
