customer service

How To Cause Customer Centricity by Shaping the Work Context (Part 1 of 3)

The Challenge

Imagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low profitability. You find that the occupancy rate and the average price point per room are too low. And the surveys suggest that Interlodge’s customer satisfaction levels are well below where they should be.

Continue Reading

George Orwell’s Insights Into Customer Service, Customer Experience, and Customer-Centricity

What Is The Weak Point Of Many Organisations?

In a few days I had grasped the main principles on which the hotel was run …….

Continue Reading

Customer Service or Lip Service?

In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?

Continue Reading

Hall of Shame: Bitdefender

What Does It Take To Be Given A Position In The Hall Of Shame?

What does it take to be given a position in my Hall Of Shame? It takes more than averageness, indifference and/or mediocrity. For those that show up this way, for me, I have created the Hall Of Mediocrity. And I shall be inducting CapitalOne into the Hall of Mediocrity in a follow up post.

Continue Reading

Hall of Fame: Waitrose Creates A Delighted Customer

Based on recent experiences I find myself moved to create a ‘Hall of Fame’. And a ‘Hall of Shame’ for well known brands based on how these businesses treat their customers. My commitment is to share the great practices of the ‘givers’ as well as the deceitful-manipulative practices of the ‘takers’.

Continue Reading

Amazon Mayday - Is This the Future of Providing Just in Time Help

This is the first time I have seen the use of video to provide just in time help.

I can well see in the longer term this could have a lot of benefits for IT users with limited skills. In the short term I would think it will be mainly used by the tech literate.

Continue Reading

Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"

Continue Reading

Twitter for Customer Service? These Companies Get It Right

If you follow my blog and my writings (and rantings, and presentations, and panels — if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service.

It is not that it is not possible to do it well, but it is that the resolution times, close rates, escalation rates, and just about any other metric you can use are so horrible by comparison that to do it is almost a waste of time and resources.

Continue Reading

Why Bother Giving Great Service?

What's it all about? Why is it so important to give great service?

Can you believe this is a question that some people still ask? I can't. But the good news is, it presents an opportunity for me to write a blog post to help convey the message about delivering great service and, ultimately a great overall experience.

Continue Reading

Amazon: Earth’s Most Customer-Centric Company?

Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose official strategy was to become customer-centric.

Continue Reading
Subscribe to RSS - customer service