Why Customer Satisfaction Surveys Backfire

Thinking about doing some customer service surveys? Read this before you do.

Customer Service Strategy Local Government

I'd like to talk about the service strategy for local government. I happen to live in Bloomington, Minnesota. I think it's probably one of the most customer service driven cities in the world. If you want to improve the customer experience, if you want to build a brand, you want to create a city where you don't have complaints, where you've got speed, where you treat everybody like a king or a queen, that's what I call the customer experience. 

Customer Service Strategy for Life Insurance

I think you really have two core customers, you've got the agent, the broker, the person that is selling you insurance and then secondly you got the customer. My father sold life insurance, that's how we lived and when he died, when I was 7 years old he had a life insurance policy that my mother used to support myself and my other older brother.

Customer Service Strategy in SCM

I'd like to talk about how do we implement a service strategy in supply change management? How do we differentiate ourselves? How do we create this relationship with our customers so that we are the provider of choice? 

Customer Service Recovery Step 4

The 4th step in service recovery: compensation. Just saying I'm sorry is nice customer service. Compensation moves it to what I call service recovery. How do you take the customer who is ready to kill you, who never intends to come back, how do you flip the situation so that he is more loyal, that he comes back?

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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?

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Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?