Steve DiGioia

Do All Your Touch Points Need to be Perfect?

Steve DiGioia

or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.

Why The World is NOT Full of Guys

Steve DiGioia

please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy?

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6 Customer Service Facts for Every Business

Steve DiGioia

you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful.

Would You Do THIS For Your Customer?

Steve DiGioia

what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl.

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Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

5 Proven Ways Women Are Better At Customer Service

Steve DiGioia

let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service.

This is Why Cheerleaders Give the Best Customer Service

Steve DiGioia

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game.

5 Foolproof Tactics to Win Over Any Customer

Steve DiGioia

get it right the 1st time This original article was written by Steve DiGioia. The customer…the magical part of any business. Day after day they flock to your business with cash in hand. Life is good. But what happens when they stop? How do we get them back?

Learn What This Person Did to Get a $20 Tip for a Cup of Espresso

Steve DiGioia

or "how to adapt to your customer's needs"? This original article was written by Steve DiGioia. Yes you heard right…my waiter got a $20 tip for just getting a cup of coffee for a guest. That’s pretty good, what secret trick did she do to make it happen?

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5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

The Dreaded Wedding Breakfast and How to Nickel and Dime a Customer

Steve DiGioia

but what about the "big picture"? This original article was written by Steve DiGioia. The wonderful world of weddings. You book the event and promise the “perfect wedding” The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors.

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12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~.

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.

They’re Watching You…Are You Ready?

Steve DiGioia

and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”.

What’s The Difference Between a Customer and a Guest?

Steve DiGioia

there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet?

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us.

Can Great Customer Service Make Shopping Fun?

Steve DiGioia

isn't that what customer service is all about? This original article was written by Steve DiGioia. Shopping; a necessary evil. Inattentive sales people, long lines, poor service, messy stores, high prices, etc. Retail sales people of today no longer know what customer service is.

The 8 Remarkable Traits of Leadership

Steve DiGioia

What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Leadership. We all wish that others thought of us as a leader.

Do This and You Won’t Get My Money Anymore!

Steve DiGioia

I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Here’s How to Stop The TripAdvisor Blackmail

Steve DiGioia

and don't hold a potential bad review over my head! This original article was written by Steve DiGioia. What do you do when someone threatens you with “ TripAdvisor Blackmail ” by posting a very negative review if you don’t give into their demands, even if they are unreasonable?

3 Things I Learned About Customer Service by Being a Plumber First

Steve DiGioia

all those cuts and scrapes were worth it in the end This original article was written by Steve DiGioia. I once read that if you can’t learn something new each day then it doesn’t make sense to even get out of bed. Well that may be a little harsh but there is something to this statement.

And You Wonder Why Business is Bad

Steve DiGioia

doesn't the buck stop with you? This original article was written by Steve DiGioia. We hire those we expect to help us get better. We want them to be the front line of our business. We put our trust in their efforts to do what is “right” for our customers.

What Advice Can You Offer to Anyone in the Service Industry?

Steve DiGioia

what is your 1 piece of great advice? This original article was written by Steve DiGioia. How Do You Answer That Question? Answer: Never settle for “good enough”!

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

We’ve Always Done It This Way…

Steve DiGioia

that's one of the worst things an employee can say to me. This original article was written by Steve DiGioia. Something happened the other day that reminded me of a time when I was still new in this business.

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story.

What Do You Do When Your Employees Don’t Care?

Steve DiGioia

is there a way out of this? This original article was written by Steve DiGioia. We expect much from our employees. Work long hours but still make no mistakes. Come in on weekends or holidays and remember to treat every customer as your friend or family in order to provide the highest in customer service. Seems pretty reasonable, right? But do we believe that each of our employees takes their job as seriously as we do? If so, this may be a big mistake on our part.

The 4 Must-Have Customer Service Skills to be Successful

Steve DiGioia

guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Speak to Me as a Person and Don’t Read a Script

Steve DiGioia

I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through.

12 Rules to End Bad Customer Service – Part 1

Steve DiGioia

This original article was written by Steve DiGioia. Much has been said and written about the “ secret to customer service ”. Do this, don’t do that. Customers want this and don’t like it when you do that. Many offer some great, and probably very useful, ideas that will fix the issues of service. Well, I don’t know about “the secret” but here are my rules to end bad customer service.

Here’s How to Keep Customers Coming Back for More

Steve DiGioia

it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back?

What’s Wrong With This Company?

Steve DiGioia

why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company? How many times have you heard a newly-hired person say things like this? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m I’m used to doing it like this”, or “that’s not the way it should be”.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

When Great Customer Service Is Inappropriate

Steve DiGioia

Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert!

What Was The Last WOW Customer Service Experience You Received?

Steve DiGioia

one that is still remembered years later. This original article was written by Steve DiGioia. For me it happened about 4 years ago when I got a few days off and took my family to Hershey Park in Pennsylvania.

Surprises Await When You Pretend To Be Your Own Customer

Steve DiGioia

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

One Word That Will Improve The Customer Experience

Steve DiGioia

This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it!

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.