Too often excellent customer service is seen as just doing whatever the customer asks. It isn’t. And that’s not realistic. Every organization can have excellent customer service, even those working with the most complex customer processes, if they can provide effective status updates to the customer: (As I go through these, I think of banks,…

Amazon is a great example of obsession about the customer and an innovative approach to business and customer service. I came across this video from a fellow customer service guru, Michel Falcon.

Have you ever lost something on an airplane and tried calling the airline or airport lost and found? I think that the lost and found at airports and for airlines are open for about 30 minutes 1 day of the week. You can rarely reach anyone and you almost never get your lost item back.

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…