Month: August 2015

Listening to the Unstated Need

Customer service is about transactions that fulfill a stated consumer need!  Customer experience delivery, however, is more than fulfilling a transactional need.  Loyalty-building experiences often involve caring for a customer by doing something unexpected. I can think of no better example of the distinction between service and experience excellence than an example from Capital One.…

Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}

The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation to…

The Cost of Serving Well

It was such a thought-provoking question.  In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?”  Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store.  After…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article