The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
Read More
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 […]
Read More
I received a letter from my insurance company with the notification that my flood insurance would be cancelled if I did not provide them with an elevation certificate because their records indicated this document was missing from my folder. I called and let them know this certificate was provided to them five years ago when […]
Read More
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. […]
Read More
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 […]
Read More
  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 […]
Read More