Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
The Platinum Rule
One of my Tweeps posted this recently: Who’s Your Gladys Tip: Treat customers the way they’d like to be treated. 3:00pm, Jun 04 from marilynsuttle via HootSuite Marilyn’s recent posts got me thinking about the Golden Rule: “Do unto others as you would have done unto to you.” It’s time that we upgraded the Golden [...]
What is Customer Experience?
A few weeks ago, I read a blog post about defining the term “customer experience” (Three Must-Haves of Customer Experience (CE)). I agree with the first paragraph in “that CE means different things to different people across and within organizations.” And, why wouldn’t it? Customer Experience has been a catch-all expression used willy-nilly when all [...]
Surveys, surveys, surveys…
I had an interesting discussion a few weeks ago. I had been a Client Satisfaction Manager for my employer for four weeks at the time and we’re facing some very serious customer satisfaction issues. I suggested that we implement a survey to do a gap analysis and identify the areas that our customers feel are [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
