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 of all, nearly everybody says they are in favor of good customer service. It’s as desirable as apple pie, family, and free expression, [...]

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 [...]

Remember in the movie I, Robot, where the droids are activated as a group, and they begin to overtake the human population? It is a frightening idea with a lot of action. You could think of [...]

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 people talk about receiving outstanding service. Few companies deliver what I call Moments of Magnificence to customers. It shouldn’t be that way. It doesn’t have to be that way. [...]

There has been an overwhelming amount of research on the connection between employee engagement and the customer experience. Each undoubtedly linked in positively influencing a company’s [...]