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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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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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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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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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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What is one thing that Publix, who is known for their tag line: Where Shopping is a Pleasure, do to reinforce this culture? It is the way they communicate through their signage. Stopping at the deli area, I notice the sign: “Please take a number for sliced meats & cheese, so it’s easy to […]
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A couple weeks ago, my husband was told by our family physician that he should see an oncologist for an issue that wasn’t healing. What would you be feeling? That was exactly what my husband and I were both experiencing: terror, panic, and fear. Great customer service starts with looking through the lens of your […]
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The Eleventh Day Tip: The holidays can be a stressful time for everyone. It seems as if everything is packed into a one month time frame that can include for some: getting and decorating a tree, decorating the house, buying presents, cooking special foods, sending out holiday cards, going to special church events or holiday […]
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The Eighth Day Tip: One particular department store amazes me at how difficult they have made it for customers to purchase an item. They spend hundreds of thousands of dollars taking out two page advertisement spreads in the newspaper, yet they don’t deem it necessary to make it easy for customers to buy. A […]
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Every time a customer interacts with your organization, an impression is formed. These interactions are opportunities to elevate your customers’ experience from the ordinary to the extra-ordinary. A Service Map is a tool to reinforce looking through the lens of the customer mindset, but also a tool for making organizational processes more customer-friendly. It should […]
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