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Customer complaints as a source of business insight
We’re taking a brief detour from the corporate change series to discuss customer complaints (every businessperson’s favorite subject) though in truth it is very much in sync with the “letting the...
View ArticleWhen reps are discourteous, is it them… or their environment?
I had the silliest dust-up with a teller at my bank yesterday. I brought in some rolls of coins I had measured using a small electronic coin counter, as I do every few months. I placed them on the...
View ArticleProactive dialogue and diagnosis – the future of customer care
I have several commercial insurance policies that I renew regularly and pretty much automatically. I do think, from time to time, that I should review those policies with my agent to see if I am...
View ArticleWhy companies need to be more proactive with subscription customers
Yesterday I wrote that companies need to be more proactive with customers–helping them understand what they’ve bought and, particularly in the case of subscription products, helping them reconfirm on a...
View ArticleWhen competitors are everywhere, customer service is the ticket
I’m on the road a lot these days, and so I meet a lot of bartenders. Last night, the bartender who served me dinner said she’d been working in restaurants for eight years, but was studying to be an...
View ArticleA big f***ing deal in customer service (hat tip to Joe Biden)
I heard a remarkable conversation recently. A woman, whom I pictured to be in her 50s, was talking to a help line to solve a problem she was having with her internet service. The very polite support...
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The customer’s journey
I might have had my last haircut at my long-time salon. I’ve been a customer as long as they’ve been open, but based on what happened on my last visit that may change. It was my fault, of course. I was...
View ArticleReport from Cape May: customers say donuts, not scones
Spending the weekend at Cape May, NJ, a seaside resort (mercifully, prior to the start of the peak summer season), was a great way to size up customer-management practices. After all, you don’t get any...
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A moment of truth
Moment of truth (1932) 1 : the final sword thrust in a bullfight 2 : a moment of crisis on whose outcome much or everything depends (source: Merriam-Webster online) Marketers have been using the above...
View ArticleNice is nice, but customer service means solving problems, first and foremost
I’ve been immersed in studying customer service calls for more than a year now. I’ve gotten very attuned to how customer service representatives handle requests, and I’ve drawn one major conclusion:...
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