7 Telltale Signs of Legendary Customer Service

Acustomerservice

Today, few companies create a legendary or memorable customer service experience. Most provide milquetoast service, and only go through the motions to improve. The giant, waving inflatables on the roof!  Free coffee!  Free balloons for the kids that they’ll pretend to like while you’re there!  Smiles!  Handshakes!   Emptiness.

Silly or fancy marketing campaigns to manipulate their customers buying habits doesn’t impress, differentiate or add value to the customer.  It’s so average that customers don’t even notice it. It’s almost as if customers are blindfolded while buying and can’t easily describe what happened in their purchase experience. They are left with no strong positive emotions. When things go wrong it’s the opposite. These types of experience produce strong negative emotions:

  • rude or discourteous or unknowledgeable employees
  • product that is of noticeably poor quality
  • experience delays in service
  • fixing product quality problems
  • pricing issues

Customers will remember and share their bad experience or complain to as many people as they can. Upset customers commonly let their emotions run wild with negative […]

By |April 7th, 2016|Comments Off on 7 Telltale Signs of Legendary Customer Service

Customer Moments of Truth: Misery or Magnificence?

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moment of truth is anything you do that affects the customer’s perception of you or your company. Sometimes the most costly business mistakes can happen in only a few seconds upon making a customer contact. How you handle these moments of truth will often determine your success in helping a customer. Here are five moments of misery phrases that create dissatisfaction for customers and how to make them positive, if not magnificent moments.

WCW, GenuineCustomerServiceMisery Phrase #1: I don’t know.

There is no need to ever utter these words. If you don’t know, find out. Usually there isn’t a thing you can’t find out, outside of sensitive and financial information.

Instead, create a positive moment by saying, “That’s a good question. Let me check and find out for YOU.”

Misery Phrase #2: We can’t do that.

This one guarantees your customers will be upset and dissatisfied. You are supposed to help. After all, they are paying the bill.

Instead, respond by replying, “Boy, that’s […]

By |January 30th, 2016|Comments Off on Customer Moments of Truth: Misery or Magnificence?

10 Reasons Why Companies Fail to Improve Their Customer Experience

Customer satisfaction has improved less than 2% in the last twenty years according to the ACSI. Companies have spent billions of dollars since the book, In Search of Excellence, trying to improve. In this leadership training video Rick will share 10 reasons why they have failed.

WCW, CustomerExperienceRevolutionResearch is now showing that improving the customer experience is really the next marketing battleground. It is becoming more important than price and innovation. Few companies do it well. Organizations like Disney, Google, Wegman’s, Nordstroms and others set the standard. Most other companies talk the talk but don’t walk the walk. Just consider how many place you go and receive poor service.

In this customer experience video clip Rick will emphasize the importance of customer loyalty and share the pitfalls. He will also explain key opportunities for strategy breakthrough and bottom-line results.

Rick and his team at WCW Partners have helped their clients win 48 Quality Service Awards including JD Power, Ford’s President’s Award and Canada’s Consumer Choice Award.

By the way, do you […]

By |October 21st, 2015|Comments Off on 10 Reasons Why Companies Fail to Improve Their Customer Experience

Avoid The Top Ten Examples of Poor Service

WCW, OwnCustomerExperience

Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It certainly isn’t a department or a job title. It’s the opposite of this title, “The Lousy Customer Service We Receive Every Day.” Excellent customer service is seriously lacking most places we spend our money. Think about it, can you recall a recent experience where the customer service was really bad? Sure you can. Think of other places you have spent your hard- earned paycheck: grocery store, bank, restaurant, a fast food chain, a department store, a gas station, a hotel, an airline, an online merchant and the list could go on. How many of these had poor to average service? Probably most of them. How many really stood out and had outstanding service? That’s part of the problem today, not many people or companies deliver excellent customer service. Most don’t seem to know how to or really care about it even though they say they do.

Why is […]

By |October 12th, 2015|Comments Off on Avoid The Top Ten Examples of Poor Service

10 Reasons Companies Fail to Improve Their Customers’ Experience

Every year, a top five priority for most companies is to improve their customers’ experience and loyalty. Unfortunately, most fail. For example, read the American Customer Satisfaction Index results or the Consumer Reports ratings. Considering the potential payoff for improvement, it doesn’t make sense as you review this research.

  • According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% improvement in customer satisfaction scores results in a revenue increase of .5%.
  • The Profit Impact of Market Strategy’s database found that companies who lead in service have 12 times the profit­ability and 9% greater growth than poor service providers.
  • Bain & Co. found that a 12-point increase in the net-promoter score doubles a company’s growth rate.
  • A report by the American Customer Satisfaction Index proved that the leading companies consistently outperformed the market. Customer service leaders outper­formed the Dow by 93%, the Fortune 500 by 20% and the NASDAQ by 335%.

Why do so many companies fail to take advantage of the obvious bottom-line impact for improving service? Here are ten reasons companies fail.

  1. Ignorance is Bliss- Recently, a company executive proudly shared […]
By |July 21st, 2014|Comments Off on 10 Reasons Companies Fail to Improve Their Customers’ Experience

The Secret Sauce to a Superior Customer Experience

One part of my business is that I have to travel a lot. I see the best and worst of what companies actually do to their customers. The poor experiences seem to overwhelm the best. Have you noticed?

Just recently I was going from Minneapolis to NYC. The jet was late, the attendants crabby and when I got to my hotel, the clerk was annoyed that I was late and acted more tired than I was. Chalk one up for mediocre service. Maybe you take the corporate jet and this isn’t a concern. But I am sure that you buy “stuff” with your money at a variety of places, and it doesn’t take long to experience service breakdowns, does it?

Quickly we all experience:

  • discourteous employees
  • unresponsiveness zombie-like employees
  • customer service reps that can’t make a decision
  • excessive delays on the phone
  • unknowledgeable employees
  • lack of complaint resolution
  • dinosaur service policies that don’t help
  • confusing service options
  • false promises

The list could go on, but let’s not get depressed. Sometimes I wonder what these organizations are thinking. Did they plan for their employees to do a poor […]

By |June 11th, 2014|Comments Off on The Secret Sauce to a Superior Customer Experience

THE DEATH OF CUSTOMER SERVICE

Customer service passed away quietly last night. It succumbed to a long illness. The wake is at the next quarterly meeting, and the funeral will follow shortly. Each year companies worldwide struggle for sales growth and profit, yet a conservative estimate of their loss from poor customer service comes in at a staggering $338.5 B a year.

Customer service has been ailing for some time now. Excellent customer service is seriously lacking in most places we spend our money. Think about it – can you recall a recent experience where the customer service was really bad? Sure you can. Think of other places you have spent your hard earned paycheck: grocery store, bank, restaurant, a fast food chain, a department store, a gas station, a hotel, an airline, an online merchant and the list could go on. How many of these had poor to average service? Probably most of them. How many really stood out and had outstanding service? Very likely, it was only a few. Here are four reasons customer service silently passed […]

By |June 10th, 2014|Comments Off on THE DEATH OF CUSTOMER SERVICE

Customer Experience Strategy: 4 Leadership Principles to Help You Execute Flawlessly

Ask yourself this: If a company has a strategy to improve customer loyalty; will they do everything they can to succeed? It is easy to assume they would, no company develops strategies just to watch them fail. However, if this is the case, why, according to a Fortune survey, are only 82% of CEOs confident about their companies’ ability to execute their strategies? Why is it that, only 27% of the time the workload of the employees is considered when leadership is developing these strategies? Why can only 5% of managers really articulate their company’s strategy? According to change guru Kotter, 70-75% of change efforts don’t work or meet expectations.

One company for example, recently revealed it has 100 initiatives to achieve its customer loyalty strategy. What are the odds that this company will make progress and meet or surpass their goals? These statistics show a troubling trend of strategic failure by upper-management that has become all too common today. Fortunately, through applying four key principles of execution it is possible to not only avoid errors […]

By |October 25th, 2013|Comments Off on Customer Experience Strategy: 4 Leadership Principles to Help You Execute Flawlessly