I recently went on a quick road trip to Charleston, SC to visit a friend who I hadn’t seen in 8 years. The drive was quick on the way down because I was so excited to see my friend, and also to visit the Gibbes Museum (I’m an art museum geek). The drive on the
Delight Customers with Red Carpet Arrivals
What if you could delight customers by giving them the star treatment? Every February or March I settle in to watch the Academy Awards! The people at the Academy spend weeks in preparation, rolling out the carpet, putting up the velvet ropes and hanging drapes to cover the storefronts that typically line the grand staircase.
3 Ways to Improve the Customer Service Experience
There’s no doubt that taking the time to improve the customer service experience you and your team provides is time (and money) well spent. Your customers have more choices and louder voices than ever before. A Walker Study recently showed that by the year 2020, customer experience will overtake price & product as the key
WOW Factor in Customer Service: Cherish Yourself
I found another organization dedicated to creating the WOW Factor in customer service. BEYOND Awesome! That’s what the incredible team of Cherish Yourself Spa and Wellness Center strive to deliver to their members and guests. An experience that is Beyond Awesome! The WOW Factor in Customer Service. They’ve succeeded! A few months ago, I received
Customer Service Excellence: Approach Problems w/ Positivity
When it comes to customer service excellence, approaching problems with a positive attitude can go a long way. One of my clients has a mantra: Always assume the best. So often we automatically think the worst of someone or assume the most negative of intentions. We anticipate what others are thinking and plan our “attack”
The Wow Factor in Customer Service: Easier Than You Think
The term “The WOW Factor” in customer service can be daunting. But it doesn’t have to be. In a world where poor customer service is expected, it’s often the little things that elicit WOW’s from customers. As we discussed in a train-the-trainer program I led the other day, it’s about “making them happier than they
Talking Red Carpet Customer Service with Shep Hyken
Honored to be a guest on Shep Hyken’s show: Booked For Success for Citrix Go Assist. Listen in as I and my colleague Shep talk red carpet customer service, share customer service tips, and introduce my new book: 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get
Create Customer Delight: 5 Ways to Add the WOW Factor to the Service Experience
Satisfied customers are nice, but delighted customers are more likely to return. Delight customers repeatedly, and at every touch point, and you will earn yourselves some raving fans! The first key is to nail the basics. It doesn’t matter how many red-carpets you roll out if you’re not delivering good customer service consistently. You can
Personalize Your Senior Living Tour to Differentiate Through Customer Delight
Honored to have a guest post on the A Place For Mom Blog that details some of the techniques we teach our senior living clients about personalizing tours for prospective residents. Personalization is a simple step that helps you create customer delight and show off your service culture. Here’s the article: Personalization: The Key to
The Difference Between Those who WOW and Those Who Don’t!
Recently I had the pleasure of speaking for Mather LifeWays Splendido – a Retirement Community in Tucson, Arizona. The leaders of Mather LifeWays (which also has locations in the Chicago area) read my book The Celebrity Experience when it first came out in 2008. January of 2013 was the first time I spoke for their
