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It’s the little things that make for a good customer experience

Recently I purchased two pair of prescription eyeglasses at a big box store that has an optical department.  The service there was speedy, comparatively inexpensive, and friendly.  Plus, my failing eyesight was going to be improved by some spiffy glasses. I was a...

Sell your customers on the experience they will have in your store

This article takes an interesting view of the customer service experience. The author writes that a business should “sell” the idea of the experience he or she will have in your store, rather than whatever it is that goes into creating that experience. He uses the...

8 Ways to Measure Customer Service

Although I own a nationwide mystery shopping firm, I appreciate that there are many ways to measure customer service. Why choose just one? Indeed, service is SO critical to your company’s success, why not use them all? 1. Survey your most important customers,...

Boost customer service beyond the norm

This article looks at some relatively minor changes you might be able to make within your business that could result in improving the experiences your customers are having with you. 1) Technology: Take a look at all the ways a customer communicates with you to...

Convenience should be convenient

My husband and I do banking with two different institutions in our relatively small community, and with one, we’ve been customers for years, through about four of their name changes, at last count.  A mathematical error recently led to a checking overdraft for us at...

You got the customer in the door, now what?

You’ve done some good marketing and gotten customers in your door. Now what? How are you going to keep them coming back? According to this Forbes.com article, your task now is to make the customer “feel at home”—whatever that may mean for your product, service or...

You might want to practice that gift of conversation

It may be fair to say that interpersonal communications skills are the very foundation of excellent customer service.  If you or your employees don’t have them, chances are your customer service is going to suffer for it. I was recently hell-bent on finding the...

Hear what the customer is asking

Has this ever happened to you?  I was shopping online for software when a chat window popped up to ask if I would like assistance. I initiated the chat and asked about a product I was interested in. After giving me the canned, "I'd be happy to help you with that"...

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