Year: 2011

If you don’t think that customer service experience matters, just look at Disney. I recently spoke to a rock star customer service team at Disney’s Grand Californian Hotel on the Disney property in California about the Disney service experience.

Not very many companies set out to offer bad service, but many struggle in defining what is great service and end up offering mediocre service. Great Customer Service isn’t hard. But you have to always know and train to recognize the needs of the customer. Great customer service vision comes down to understanding, answering, and…

I was pleasantly surprised that even the fast food chain of Jimmy John Liautaud Philanthropy could nail a customer experience touch point. I took my family to Chick-fil-A recently for a school fundraiser. The local restaurant was donating a portion of the proceeds to a local school and I wanted to support the event. I…

Holidays can often be a challenge for organizations that offer 24/7 support. Customer service focused organizations realize that their customers have needs 24 hours a day, 7 days a week, 365 days a year. This means that even during the holidays, there will be customer who need service. Often times customers may be in countries…

Customer Satisfaction and anything related to “satisfaction” is terrible. It drives me nuts! How about you post a sign saying: “Ok folks! Let’s go for mediocre today.”

Creating an awesome customer experience comes down to 3 things: Words. Tone. Intent. The wrong words almost always have the wrong tone, and usually the wrong intent. These are phrases such as: I can’t… We don’t… There’s no way… You should have… We’ve done all we can… We never… Why didn’t you… ??? If your…