The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the
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What Now? How to Recover When You Can’t Deliver
Now matter how efficient your organization is, there will come a time when you simply can’t deliver as planned. It might be your fault, and it might be
Delivering Smiles: Is Your Customer Experience Awesome?
Want the truth about your customer experience? Ask your customers. No one can tell you how your business is doing in terms of living up to its brand
Games Companies Play: Hide and Seek Support
Ah, the Internet Age! I carry the equivalent of a supercomputer in my pocket, able to perform massive data searches in fractions of a second, finding anything –
Silly or Smart? Internal Business Policies Can Help – or Hurt
I recently decided to make a change in the service that provides my garbage collection. I took advantage of a special offer with a great price, one that
Designing the Ideal Customer Experience
One of the best investments you can make in your business is to plan the customer experience before spending a dime on advertising or graphic design. What is the
Secrets of Surprising Service (A Case Study)
The other day I was on my way to the airport to catch a flight for a speaking engagement. I was already in a time crunch and it was
Why Executives Should Love Bad News
Think of bad news and your stomach probably starts to tie up in knots. Nobody likes bad news. But you can learn to love it. Whether it’s a concern
Skip the Social Media Fast Track – It’s Bad for Business
Is your company offering a social media fast track to customer service? Can people who complain via Twitter or other online channels get better, faster service than those
Is Business Slow, or Sizzling?
As the Mercury Rises, Don’t Let Your Business Slow Down. It’s nice when business is “hot, hot, hot,” but the season often leads to a Summer slump. With vacations