My friend owns a plaza with several small business owners as tenants. They all share one dumpster located behind the plaza. A waste management company owns the dumpster and provides the service of emptying it on a regular basis. Several years ago, my friend noted there were extra charges being added on to his bill. […]
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The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
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Lessons learned from the Digital Banking Report that can be applied to any organization, shows the need for more focus on the customer experience. It has been proven that the power of the customer experience is the most important element of long-term competitive and financial success. According to a study by Kantar, banks and credit […]
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  Why does no one ever change the oil in a rental car? Because they don’t own the rental car. They don’t feel the need to ensure it keeps on running long after they have turned it back in. Owning something requires taking stock in what you believe and continually looking to improve and enhance. […]
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Getting started in your department on improving service to customers is not always easy.  These three steps will signal a stake in the ground that you are serious about making service excellence a part of how you expect to do business in the future. STEPS 1.Making my personal commitment visible and genuine to my employees […]
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If managers truly want the delivery of excellent service to become a way of life in the department they lead, they must “walk the talk”. But, exactly,what are ways, a manager can do that? Following are seven simple actions for a manager to show in a visible fashion they are committed to customer service and […]
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Ultimately, customer loyalty can’t be bought, it must be earned. One of the best ways to earn that loyalty is through engaging the customer. Engaged customers provide you with an opportunity to wow and delight, and that’s what leads to winning their loyalty. Three ways that can foster customer engagement are: knowledgeable employees, service-oriented employees, and personalized service. […]
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Getting citizens to pay their back taxes is not an easy task for anyone. However, the city of Syracuse in New York, has found a novel way to motivate   residents to pay their back taxes: personal notes handwritten by city officials. The city has collected nearly $1.5 million more dollars than it predicted it would […]
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  Walt Disney World recently did the unthinkable:  they closed down the Magic Kingdom theme park at 4:30 p.m. and then reopened and rolled out the red carpet.  The reopening was not for famous celebrities or kings and queens, but for their own longtime cast members. There is great value in longtime employees; they know […]
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  Chick-Fil- A knows it’s the little things that build customer loyalty. So, they have created a new advertising campaign promoting the little things they do to show they really do care about their customers.One ad is about a Chick-Fil- A employee who saved the $3.00 change that a drive -up customer forgot to get […]
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