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L.L. Bean took the top spot on Prosper Analytics’ 2015 Customer Service Champions list, an annual ranking of customer service released Tuesday. Amazon and Nordstrom came in second and third place, respectively. What is it that makes the difference among thousands of retailing companies for Amazon, Nordstrom, and L.L.Bean to continually rise to the top […]
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A friend just handed me this business-sized card that simply says YOU MATTER. She then tells me that I matter to her and she appreciates our friendship. WOW! That was nice. My friend had made up and printed these cards to carry around with her so she can give them out to people who make […]
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Maya Angelou once said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It is possible to give a customer quick service, be responsive, be helpful, and even smile, but if you don’t create an emotional connection, you won’t […]
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When asked what excellent customer service means, an American Express survey uncovered key competitive differentiators that companies should be paying attention to. This survey was conducted on 1000 consumers in Singapore. It showed that 51% of customers consider value for money as the top concern, but 1/5 said excellent customer service was most important in […]
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Everyone comes to the job with a different definition of what makes great customer service. It is management’s job to define clearly what great service is to their business. Courtesy is #1. For world-class courtesy: a customer is looking for the use of exceptional manners, as interpreted from their perspective and to exceed their expectations. […]
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