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Who’s On Your CARE Committee? 26 Aug 2013 | 05:00 pm
DoubleTree (a Hilton brand) uses an innovative and effective mechanism for monitoring and improving its customer service at its properties: the CARE committee. DoubleTree describes the CARE Committee...
How to Retain Customers: 8 Reasons Retention Is More Profitable 22 Aug 2013 | 05:00 pm
We released our first Customers That Stick infographic this past Monday: When Customers Stick — Customer Retention by the Numbers. In the infographic, we included numerous studies that show that incre...
When Customers Stick: Customer Retention by the Numbers (Infographic) 19 Aug 2013 | 05:00 pm
From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use variou...
Pavlov’s Customer Service Reps 15 Aug 2013 | 05:00 pm
We are human beings first and customer facing professionals second. We are subject to the same psychological processes on the job as we are off. We carry with us the same baggage and perceptions — an...
Anecdotal Customer Feedback and the Problem of Uncle Jimmy 12 Aug 2013 | 05:00 pm
One of the challenges with feedback from individual customers is that it can often be unreliable and can actually understate or overstate your service delivery. We have all seen anecdotal data at wor...
Customers Lying Online: An Interesting New Study 8 Aug 2013 | 05:00 pm
MIT recently released a new study showing that customers sometimes review products with companies that they’re loyal to even when they have not personally used the product. To quote the article (empha...
Customer Service Training: Principles Trump Procedures 5 Aug 2013 | 05:00 pm
Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of ...
Monthly Mash and Names as a Two-Way Street 1 Aug 2013 | 05:00 pm
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 21: July 2013 Thoughts on the Customer: Names Are a...
Customers and Support: A Social Contract 31 Jul 2013 | 05:00 pm
Guest Poster: Miguel Perez It is my pleasure to introduce Miguel Perez, (mt) Media Temple Engagement Supervisor. Miguel has spent 15 years in customer service. Since coming to (mt) Media Temple in 20...
Customer Service, Richard Nixon, and the Silent Majority 29 Jul 2013 | 04:31 pm
In a 1969 national address, President Richard Nixon popularized the term the silent majority. While the term was not original to President Nixon, his address cemented the idea that there existed a sil...
