Showing a little faith in people can improve customer experience greatly. A gesture of kindness, after all, is often remembered for a long time to come. An example of a tremendous effort to improve customer experience comes from my travels. I was in Boston and wanted to buy a homeopathic remedy for my young daughter.
When you measure customer satisfaction and find it high, capitalize on that fact to promote word-of-mouth advertising. Your satisfied customers are your most valuable assets. A great example that shows how valuable it is to measure customer satisfaction comes from one of my appearances. I conducted a program for a large audience in the Philippines.
One of the nice things about flying First or Business Class is the little “extras” in the passenger experience: wider seats, soft slippers, interesting magazines, comfortable headphones, etc. On a recent flight, a member of the cabin crew appeared after dinner with an elegant box of Godiva chocolates. She invited me to make a selection
Creating a customer service improvement that is needed by consumers, but wholly unexpected can make your company shine. It’s often the little things that capture the most attention and set one business apart from another. Imagine dinner at a romantic restaurant: soft music, candlelight, fine wine. You use a credit card to pay the bill
What makes one business stand above another in a highly competitive market? Is it price, or do customer service skills come into play? The latter can set a company apart and make the experience one consumers appreciate. Singapore is known worldwide as a leading center for printing attractive books. But Singapore has a higher cost
There is always a way to deliver customer service excellence. Even when conditions are limited, restricted and confined, service can rise to a level that leaves a strong and positive impression. At the Westin Chosun Hotel in Seoul, Korea, the rooms are not large, but a few thoughtful touches combine to make a big difference
Mary works at the Judicial Branch of the Centralized Infractions Bureau of a major metropolitan area. She enjoys giving her “customers” good service – and is always looking for ways to improve customer satisfaction. “However,” she explained, “the problem we face is quite obvious. Being a government enforcement agency, we must follow many rules and
If you travel by air, you know how stringent security can be in airports around the world. Many items previously allowed onboard are now banned, confiscated and, in many cases, discarded by security personnel. Losing a nail file or a pair of scissors may not seem like much, but hairdressers pay a lot for professional
I helped a company improve customer loyalty that sells computer disks and hard drives directly to consumers. The global market is flooded with these commodity products, and with companies eager to sell them. They asked me, “How can we avoid lowering our price when other suppliers are always ready to drop their price lower than
Does taking steps to improve customer loyalty make any sense in a hospital setting? Most people try to avoid becoming patients. But bodies do need medical care from time to time. Providing that care to repeat customers can be profitable for doctors, hospitals and medical centers. But it might be awkward for your doctor to