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Our blogIt’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...
September 2014 Client Newsletter
September 2014 Client Newsletter - 8 Ways to Measure Customer Service
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...
Comcast presents lessons for us all in how NOT to do customer service
You may have heard this recent horror story out of Comcast, the vast cable company that is the largest in the world. A frustrated customer recorded his phone call with their customer service and it wasn’t pretty. The company had already caused too many problems to...
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"...