Building Trust to Deliver Customer Service
I recently posted about Respect but there’s another important concept; it’s Trust. People don’t trust companies; they trust other people. A great way of building that trust is through your customer service. Like respect, trust must be earned. However, it is much more fickle. Even if you gain trust over years of effort, one single [...]
Home Depot Customer Service (or lack thereof) – UPDATED
I had an interesting customer service experience at the Home Depot earlier today. But first some background. I’m in Canada, so this is just a normal weekend (unlike the US where it’s Memorial Day on Monday) and I went in around 1:30 PM. This should be after most employees have had lunch. I headed off [...]
Post Round-Up – Recommended Reading
Here are some blog posts that I found interesting recently. These are in no particular order but I feel that they’re worth the read. 17 Things I Believe: Updated and Expanded – I love Bob Sutton’s list of things he believes. You can always find his current list on the left side of his blog. [...]
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 [...]
Bad is Stronger Than Good: The 5 to 1 Rule
Bob Sutton’s recent blog post Bad is Stronger Than Good: The 5 to 1 Rule – Bob Sutton was very interesting and got me thinking. He seemed to focus on eliminating the negative but it seems to me that we can also apply it to increase the positive. I suggest that you identify an “at [...]
