Archive by Author

Is Your Customer Service Experience a Long Line to Customer Loyalty?

I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience.  Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience […]

Leave a comment Continue Reading →

Even Your Dog Deserves Excellent Customer Service

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an […]

Leave a comment Continue Reading →

Sleepy Guy’s Excellent Customer Experience Adventure

OK, I’m all about true confessions.  I’ve already admitted in prior blog posts my addiction to The Voice and that I play tennis with some gentlemen twice my age; now I have yet another tidbit to share about the mundane life I live. I certainly don’t lead a crazy college lifestyle anymore; I never did […]

Leave a comment Continue Reading →

Status Update: Who’s Sharing Excellent Customer Service in Social Media?

I stumbled on a statistic this morning that absolutely blew my mind.  Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed.  “People on Facebook share approximately 1 million links every 20 minutes.”   Enthusiastically, I repeated this out loud to my 16-year old daughter who looked at me like I had two […]

Leave a comment Continue Reading →

Excellent Customer Experience: It’s More Than Just a Good Sandwich

“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.” I don’t recall who first said this, but it really resonates with me.  And I believe it hits on what it takes to create an excellent customer experience.  More on that in a […]

3 Comments Continue Reading →

Emotion Anyone? What Great Customer Experience & Tennis May Have in Common

I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court.  That’s right, the tennis court. About four years ago, I began my tennis quest.  And my singular mission was and remains rather simple – to not be embarrassing.  You see, I […]

Leave a comment Continue Reading →

Is Personal Customer Service Dead?

Maybe I am just getting older (I am forever 29), but I miss the personal service that used to be inherent in the customer experience.  I can’t say from a former era because it’s really not that long ago!  I’m not referring to the 1920s or 30s here – just the 70s! What happened?  Did […]

Leave a comment Continue Reading →

Deconstructing the Screams – The Emotional Component of Customer Service Skills

A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of Anger, Sadness” and “What’s Behind A Temper Tantrum? Scientists Deconstruct The Screams.” “Deconstruct the Screams”?  Now that caught my attention – definitely worth a look.  My kids […]

2 Comments Continue Reading →