Customer service and experience consulting and advisory panel boards improve sales with returning and new customers
An eye-opening observation about COVID, the economy and business. Like the rest of us who’ve been taking “stay home and stay safe” seriously, I had only minimally experienced, first hand, how the shutdown has impacted so many industries.
A colleague of mine in Australia, Andrew Hollo, writes a weekly called 5 Minute Strategic Mindset. He opens his August 29, 2019, issue with “A quote that made me think:” “Good customer service costs less than bad customer service.” Sally Gronow While customer service is often seen as a department, Read more…
A study I recall hearing about from Jay Abraham indicated that nearly 70% of customers feel like they are treated with indifference by the businesses they interact with. 7 out of 10. That’s astonishing. You’d think a lot of businesses don’t believe their customers have alternatives. How often do you Read more…
From Boeing comes this announcement regarding the Ethiopian air tragedy: Boeing continues to support the investigation… Safety is our highest priority as we design, maintain and support our airplanes. As part of our standard practice following any accident, we examine our aircraft design and operation, and when appropriate, institute product Read more…
I recently spoke with Dan Howard, a long-time friend and owner of DJ’s SCUBA Locker in the greater Chicago area. We met during a dive trip to Honduras back in the 1990’s. Dan’s business is thriving to the point he’s been able to leave the corporate world and focus on Read more…
How to earn customer loyalty; how to lose customers faster than you can say “calzone”.
I had the following discussion with my merchant banking company this week: Me: Hello, I’m calling to see why my monthly fees have doubled. Customer Service: It’s because you haven’t completed your PCI compliance documents. We raised your fees starting in September because you haven’t completed the forms. Me: I’m Read more…