Customer Enthusiast

SEPTEMBER 6, 2014

They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver, and result in less than customers expected to receive. Last Wednesday the company stopped selling cigarettes and tobacco products at its 7,700 retail pharmacies. Watch the 90-second book trailer.

Company 86

Company Retail Exceptional Customer Service Exercises 86

SurveySparrow

JUNE 2, 2023

How do you cultivate an ecommerce experience that keeps your customers returning for more? The Importance of eCommerce Customer Experience With the advent of the digital age, the face of retail has dramatically transformed. Personalize Customer Interactions In the world of ecommerce, personalization is king.

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

Customer Enthusiast

SEPTEMBER 30, 2014

Having spent two decades with Marriott, I had an opportunity to see this philosophy manifest firsthand in the direct service of tens of thousands of customers. Although I retired from the company in 2006, 21 years after his death, my customer service philosophy continues to be shaped by the founder’s words. customer J.W.

Exceptional Customer Service 105

Exceptional Customer Service Employee Engagement Retail Customers 105

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Customer Enthusiast

SEPTEMBER 28, 2016

Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Wouldn’t it be better to run your business as if every week was Customer Service Week? Don’t settle for ordinary.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

Smith+co CX

JUNE 20, 2022

Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership. Retailer of the Year Winner: Richer Sounds. Recommended Provider title. Uncommon Practice.

Brands 36

Brands Retail Culture Leadership 36

Customer Enthusiast

OCTOBER 3, 2014

Next week is Customer Service Week and, similar to my flossing analogy, the customer already knows if you’re serving. Besides, shouldn’t every week be Customer Service Week? Customer service is not a campaign. Customer Service Employee Engagement Enthusiasm at Work!

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

Customer Enthusiast

SEPTEMBER 30, 2015

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. Regardless of setting, customer-facing employees have the ability to provide stellar customer service; they just have to put themselves in a position to shine.

Customer Service 40

Customer Service Exceptional Customer Service Customers Retail 40

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

Customer Enthusiast

DECEMBER 11, 2014

For example, Nordstrom initiated a trend in retail customer service by having its sales associates walk around the sales counter to hand a customer her purchases rather than schlepping the bag over the counter after posing the ubiquitous industry farewell: “Receipt with you or in the bag?”. It’s always a choice.)

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Customer Enthusiast

AUGUST 26, 2014

And three quarters of employees surveyed admitted they could be significantly more effective in their jobs. Check out this video Exposing Bad Customer Service by Jack Vale Films. What stops these employees from closing the discretionary effort gap between what they are prepared to do and what they actually do?

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

Customer Enthusiast

MAY 29, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer. Don’t settle for ordinary.

Exceptional Customer Service 45

Exceptional Customer Service Policies Retail Customer Service 45

Customer Enthusiast

JANUARY 8, 2017

In one related article , Mark Cohen, a professor at Columbia Business School, said that Macy’s – and its competitors in the bricks-and-mortar retail industry – have been “unwilling to fully acknowledge the reality of their business performance.” There are two visible employees working in the department. and Macy’s: $0. I really do.

Competitive Advantage 40

Competitive Advantage Retail Exceptional Customer Service Sales 40

Customer Enthusiast

AUGUST 2, 2017

There are many emotions that a company would hope to inspire in its customers, but regret isn’t one of them. There have been many studies that reveal a correlation between customer service quality and value for price paid. Survey respondents, on average, said they would pay a premium of 14 percent for superior service.

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

Customer Enthusiast

JANUARY 2, 2018

He has succeeded by honoring the hospitality “sweet spot,” where exceptional customer service and uncompromising character intersect. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

Customer Enthusiast

AUGUST 8, 2016

If Delight Your Customers has renewed your commitment to exceptional customer service, then the Delight Your Customers Companion Guide provides an effective road map to embed the book’s key learnings into the culture of your organization. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.)

Hotels 40

Hotels Exceptional Customer Service Training Retail 40

Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

Poor Customer Service 40

Poor Customer Service Exceptional Customer Service Culture Exercises 40

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Don’t settle for ordinary.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Don’t settle for ordinary.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JANUARY 15, 2015

There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Casual indifference by uninspired employees toward the needs and expectations of customers is rampant. Customer Service Employee Engagement Enthusiasm at Work!

Employee Engagement 40

Employee Engagement Exceptional Customer Service Retail Training 40

Customer Enthusiast

APRIL 5, 2016

My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? Instead, they focus on what they are acutely aware of: job function. Don’t settle for ordinary.

Exceptional Customer Service 40

Exceptional Customer Service Retail Leadership Customer Service 40

Customer Enthusiast

JULY 16, 2015

Where’s the outrageous customer service gesture?” My definition of customer service is this: a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. The result is that today’s customers are better informed and adjust their expectations accordingly. Is that it?

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

Customer Enthusiast

JUNE 5, 2015

I’m not sure, but I can say this with certainty: these requests will be infrequent; they will be exceptions; and exceptions create opportunities to provide exceptional customer service. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.) Watch the 90-second book trailer.

Banking 40

Banking Policies Exceptional Customer Service Social Media 40

Customer Enthusiast

JUNE 5, 2015

I’m not sure, but I can say this with certainty: these requests will be infrequent; they will be exceptions; and exceptions create opportunities to provide exceptional customer service. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.) Watch the 90-second book trailer.

Banking 40

Banking Policies Exceptional Customer Service Social Media 40