Customer satisfaction is not enough. I’m on a mission to change the world, one customer service experience at a time.
By delivering winning customer service experiences each and every day, then helping others to do that same, we can change the way business is done today.
ICMI #2 in Top 100 Most Influential People in Customer Service
ICMI – CallCentre
Huffington Post Top 100 Most Social Customer Service Pro
I’m obsessed about customer service. Do a Google search for “customer service”. The results will astound you. Over 900,000,000 results on the topic. That’s about 3 customer service results per man, woman, and child in America. So why is it so hard to actually get GOOD CUSTOMER SERVICE?
Customer service often is SO bad that we’re actually excited when we receive even mediocre service.
What is good customer service?
Countless hours are wasted every year on customer service trainings about customer satisfaction. But satisfaction is worthless, customer loyalty is what counts. Is awesome customer service SO rare that organizations don’t even bother measuring delighted customers and settle for simply satisfied customers?
Customer service is not dead.
Today you can’t ignore the importance of customer service. Successful organizations with massive positive customer goodwill and awesome reputations are those that have embraced, live by, and innovate in customer service, customer experience, customer interaction and customer delight.
Satisfaction is worthless, customer loyalty is everything.