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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I live in a home with a lot of windows and have lived here for almost 17 years. About 15 years ago, I found a window washing service that I liked and since then have only used this small company. There is actually an emotional connection between myself and A Perfect Services. What differentiates […]
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Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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Last week I was working on a large university campus training internal managers to become trainers of a customized 3 hour staff workshop on Service Excellence. This was the culmination of several months of prior work that involved developing a Service Philosophy and Service Standards, creating a Service Excellence Team, and conducting Manager Workshops. The […]
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This past weekend I stopped in an Open House for a home that has caught my eye for many years. How disappointing it was though once I walked in the front door. The “realtor” introduced himself as Joe and immediately told me he was not the actual realtor, but he was sitting on the Open […]
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Many colleges are starting to host Open House Days for students that have been accepted for admission to their school and also inviting students who are still deciding on which school to choose. Most higher ed institutions are thinking about how they are being compared to other higher ed institutions and many feel good that […]
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What is the secret to staying in business? Knowing that loyal customers are golden! J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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Last week I had to hire two different service repair companies to fix broken appliances in my home. One company, I will never hire back and will never recommend to my friends. The other company, I have already told three acquaintances and have hired them to come back and do another project in my […]
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There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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