Customer Service & Satisfaction

As I conducted a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. I had 45 participants, they were game, so I [...]

Sadly, the great customer experience scam is on. First, nearly everybody says they are in favor of good customer service. It is as desirable as apple pie, family, and free expression, all rolled [...]

Customer Service Superstars are friendly and helpful when delivering the customer experience. Listening is their highest form of courtesy. The bottom-line to excellent customer service is the [...]

Horrible customer service is the norm today. It reigns! Have you experienced any similar scenarios recently like the ones below? I have all within the last month. Can you relate to these? I know [...]

Fatal CX flaws in thinking and strategy foretell the demise of most companies trying to improve their customers’ experience. Their efforts become an epic comedy of errors to the tune of the [...]

Customers demand better service; they have the power. Remember in the movie I, Robot, where the droids are activated as a group. Then they began to attack the human population? It is a [...]

How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you [...]

Few companies deliver what I call Moments of Magnificence to customers. Fewer people talk about receiving outstanding service. It should not be that way. It does not have to be that way. More [...]

Human Sigma involves the connection between employee engagement and the customer experience. Each undoubtedly linked in influencing a company’s financial results. Yet, it’s important [...]