There are eight points of encounter that give you the opportunity to create a sensational customer experience.
The first point of encounter is when people become aware of what you do and hear about your organization. It might be the web site, it might be a referral, or it might be some great marketing materials you sent out.
The second point of […]
The question shouldn’t be whether I continue to do both the old and the new, the question should be: Am I doing things right or am I doing the right things?
In times of change, it is hard to let go of the things we do well, even if they are no longer necessary. It feels good to be competent.
However, […]
It’s rare, but sometimes we lose a customer. We try everything to restore the relationship. We apologize, and we offer compensation and restitution. We even offer to have someone punished or publicly humiliated. We can’t save them all. What do we do if we goofed?
Sometimes we do blow it. If you have tried your best […]
We deliver great customer service…at least we think so. We try hard. We have above average products, above average service, above average prices…I mean competitive prices. Has it ever dawned on you, how do our customers judge us?
That’s actually a great question. Most organizations haven’t stop to think about that, lately.
How do our customers judge us? […]
We have a great organization. Our products and services are excellent. But even we sometimes let our customers down. How do we deal with a complaining customer? How can we be the role model? How do we lead?
To lead is important when it comes to responding to complaining customers. LEAD stands for […]