Tag: customer service

Winning Client’s Loyalty: The Power of Relationships (Jonathan Low) thumbnail

Winning Well Connection

We first met Jonathan when he was introduced as the President of the Global Speaker’s Federation. He struck us then as a statesman and diplomat. A few months later, I (David) enjoyed a wonderful dinner with Jonathan as he traveled through Denver, Colorado. After trusting me to order for the table, our conversation ranged from our professions to our favorite foods, to how we can

Create Customer Confidence By Delivering Consistent and Predictable Experiences (with Video) (Shep Hyken) thumbnail

Winning Well Connection

I first met Shep when we were both keynoting at International Customer Service Association conference in Florida. It was my very first external keynote (I was still working as an executive at Verizon) outside of Verizon and Shep was the incoming President of the National Speakers Association. I’ll never forget the moment he said, “So when are you going to do this for a

Confident Leaders Display Their Passion (Chip Bell) thumbnail

Winning Well Connection

We’ve enjoyed getting to know Chip over the years and are so inspired by his passionate approach to creating a great customer experience. He truly understands the importance of Winning Well not just with employees but with customers as well.   Larry Smith lost it! And of all places, he lost it in the big-deal quarterly leadership meeting. He absolutely went over the edge

Does Your Customer Feel Like a Commodity?

Does Your Customer Feel Like a Commodity? thumbnail

Once your product becomes a commodity, you’re hosed. Even your once loyal customers start looking around for where they can get your offering cheaper, faster, or with less hassle. Most companies get this and take deliberate steps to differentiate their products. Sadly, as companies work to scale, one of the biggest mistakes I see is that they begin to de-personalize the customer experience in the name of

What To Do When The Customer is Wrong

What To Do When The Customer is Wrong thumbnail

The only problem with the concept, “The customer is always right,” is that sometimes they’re wrong. If you’ve been in any kind of customer-facing position, I know you’re with me. Sure, there are many, many circumstances where the only choice is to bite your tongue and concede, for the good of the customer experience. But some wrong is just, well…wrong. It takes confident humility

When to Break the Rules

When to Break the Rules thumbnail

I’m sitting next to Rick, a retired railroad engineer, on a delayed Southwest flight from Tampa to Baltimore. It’s been a LONG week of serial cancelled flights, and other travel frustrations. I’m wearing the same suit I wore in Detroit on Tuesday because I never did make it home between gigs. Rick doesn’t seem to notice the wrinkles, as we begin swapping travel nightmare stories.

It was the

The Amazing Side Effect of Make-It-Right Customer Service thumbnail

I thought I was getting ahead of the blizzard, After all, the snow wasn’t supposed to start until Friday morning. But apparently I wasn’t the only one thinking Thursday morning was a good time to slip out to our local Trader Joes. Every register was open and the every line stretched all the way to the back of the store. I had to give them credit–they had clearly planned for the onslaught and

What Great Customer Service Looks Like

What Great Customer Service Looks Like

The best Superbowl advertisement ever: It was Superbowl Sunday just before kickoff. It was the first appointment the Apple Genius Bar had available, my hard drive had crashed, and I was in a tailspin. The book I had finished that weekend, was stuck in a system that wouldn’t boot, the last third lost with no back-up. Not to mention the trapped keynote presentations and other docs I’d lost.

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