“We’re craving the nondigital even more these days, the authentically human interaction,” says Jerry Seinfeld, explaining (I would argue) not just live standup comedy’s appeal but the appeal of almost any great customer experience. “We need to see some schmuck sweat.” Authentic human interactions make the cash register ring Although Seinfeld’s fee is notably higher […]

80 million Millennial generation customers (also known as Gen Y) are about to hit service providers with a wallet force larger than that of the baby boom. This is a disaster hurrying to happen. Businesses need to know how to provide the kind of customer service that Millennials are looking for, and that builds Millennial-generation

To build customer loyalty, start by making a decision: Are you willing to put the customer at the center of everything you do: at the center of your company or department, your daily routines, the way you hire, the way you design your webforms? Don’t say “yes” too automatically. Putting the customer at the center

(courtesy of PRWeb) The keynote speaker has been announced for the annual Greenleaf Hospitality Group’s Pinnacle event, scheduled for August 20 and 21, in

If you haven’t yourself experienced the customer experience at your business, is it really wise to invite an unsuspecting public in? Can you assume, with any confidence, that they will enjoy something you’ve never tried yourself? I’m always startled when businesses don’t work at finding out, firsthand, what it’s like to use their own service

What’s the best marketing that money can buy?  It’s the customer service and support you provide.  Specifically: how you stand behind your existing customers. What could possibly matter more to someone considering buying your product–again, or for the first time–than how you address issues with the existing products you already have out in the marketplace?

As a customer service consultant, I’ll help a business transform in just about any positive way. And I will work with you starting with whatever you bring me.  But boy-oh-boy, it helps to start with good raw human material. Here’s a lovely passage on what makes a great customer service employee.  It’s from  Alain de

To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re a retailer, there are two possible commercial relationships you can have with your customers. Scenario 1:  Your customer has no actual need to buy what you’re

If you want to improve customer service to the point that it becomes a competitive advantage, you have to hire great employees.  Not the best-looking employees, not the most athletic employees, not even necessarily the most technically adept employees.  But the employees who are, by their intrinsic personal traits, best suited to working with customers.