Are You “Loving Up” Your Customers?

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National Customer Service Week is October 7th – 11th. I hope you have many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not! In today’s hyper competitive market place where customers’ expectations keep increasing it is about how you love up your customers every day and every interaction!
 
Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place. When he speaks to groups, as he often does, one of his favorite phrases is, “Ya gotta love that[…] Continue…

Are You Prepared to Handle a Customer Service Emergency?

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The dinner party was super important because of the particular guests invited.  It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!  The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of wine were perfectly chilled.  Then, disaster struck!
 
The host opened the first bottle of wine only to discover it tasted like vinegar.  A second, third and fourth reserve bottles were all equally unfit to drink. The dinner party would not have the intended ambiance and style without spirits.  But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service.
 
“Matt,” pleaded the party host, “I have a major problem.” Matt owned the neighborhood wine store.  After a brief conversation, Matt swung into action. He called two of his best wine customers whom he knew lived […] Continue…

Are Your “Night Lights” Effectively Guiding the Customer Journey?

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Night lights come in many forms and styles.  The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown.  We have a friend who is an avid bird watcher—every night light in his house is a different bird.  We once saw a night light in a bar that put a Christmas bubble light behind a picture of a guy drinking a mug of beer.  The bubble light made the night light animated!
 
Night lights serve many purposes.  Some light the way along a path in the dark to keep someone from getting lost or off in the bushes.  Some night lights are a symbol of hospitality (“We’ll leave a light on for you”).  Others communicate an important message—like “we are open” or “this area is safe.” Night lights are powerful symbols of security, attentiveness and caring.
 
Today’s wired and dangerous customers expect to journey through their experience with your organization without friction,[…] Continue…

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