What Matters Most
You are taking a flight on any airline – it doesn’t matter. Couple of questions: 1. Would you rather have an extra couple of inches of leg room, or know you arrive at your destination on time? 2....
View ArticleIt Didn’t Absolutely, Positively Have to Be Here Overnight… But It Was!
A couple of months ago I wrote about Zappos.com, the online shoe company that buys its employees out of their jobs. They take pride in delivering “WOW” moments to customers. Recently I placed another...
View ArticleThe On-Line Customer Experience
Several years ago I wrote about “Human Free Service.” A friend of mine had called me to share the exciting news that he had take a flight on Delta Airlines and didn’t have to deal with one of their...
View ArticleThe Customer Bill of Rights
The company “mantra” is a brand promise that is simple, concise and easily understood by both employees and customers. If you’ve been reading my monthly articles, blogs, books, etc. you will know that...
View ArticleAsk the Extra Question(s)
As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships. One of my favorite strategies is to “Ask the extra...
View ArticleThrough the Eyes of Your Customers
You may have watched the CBS hit TV show “Undercover Boss.” If you aren’t familiar with the show, each week the cameras follow around a corporate executive who goes “undercover” to participate in...
View ArticleSecret to Amazing Customer Service: Be Better than Average
Your secret weapon is customer service. Wait! It’s not a secret anymore. Just about every company I do business with claims they deliver customer service. My experience as I look back over just the...
View ArticleQuick Response Provides a Customer Service Advantage
There are many strategies to help you deliver amazing customer service, and one of the most powerful ones is quick response. Quick response is a derivative of speed. Customers want it – whatever “it”...
View ArticleAmazing Customer Service Shouldn’t Be a Surprise
On a regular basis I receive emails and phone calls from people raving about the customer service they received from a restaurant, a store, a vendor, etc. While some of the stories these people share...
View Article80% of Customer Service Is Just Being Nice
Woody Allen said, “80% of success is just showing up.” Well, 80% of customer service is just being nice. Recently I’ve been writing more about the simplicity of customer service. The concept of...
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