Archive | Customer Experience

Friendly: The most important quality in Customer Service

A few years ago in a Customer Experience study we asked customers to write about “memorable” experiences. The responses were split about 50/50 positive and negative, and around 1/3 were related to customer service. In analyzing the text, we found the single most common word was “friendly.” That’s why the infographic below caught my eye. […]

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SocialWhirled shows that digital marketing really can be customer-centric

Digital marketers face a lot of challenges to engage with prospects to generate leads (B2B) or present offers (B2C). Some operate in what I think is a gray area, accumulating personal information without consumer permission. So-called Big Data is another boundless source of information subject to use, or misuse. For most brands, the digital marketing […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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5 Questions for Chip Bell — 9 1/2 Principles of Innovative Customer Service

One of our top customer service authors Chip Bell has just added an excellent new book to his collection. Here are five questions I asked Chip in an email interview, regarding customer service and The 9 ½ Principles of Innovative Service. Enjoy! 1. Providing good customer service seems so basic. What’s the number one reason […]

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Report: Detroit losing ground to imports in auto customer satisfaction. Why?

The ACSI just released its August 2013 report on automobiles, based on interviews with 4K customers earlier this year. Domestic cars have slipped back after gaining ground in recent years. Highlights: Overall auto CSAT dropped slightly to 83, from last year’s all time high of 84 Domestic cars trail European and Asian cars, with the […]

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