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From Loyal Customer to “Assassin” in Four Months

I do not want this post to be seen as a screed against Windstream.  It is not an attempt at some type of “payback.”  Rather, it is a brief case study on how to take a perfectly loyal customer and turn them into something else.  In the parlance of some, I became a “customer assassin.”

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Customer Experience Icebergs: What You Can't See Matters Most

You may already know only 10% of an iceberg sits above water, while 90% is under water, hidden from view. But did you also know customer experience has similar proportions? In the normal flow of business, your company sees only the direct contacts your customers make with you: visits to your website, calls to sales and customer support, etc. That’s the visible 10%.

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A Simple Question: Did We Take Care of Everything to Your Satisfaction Today?

Yesterday, a manager at one of our clients, Wagner Equipment (www.wagnerequipment.com), shared a new program they are implementing to improve the customer experience.  When a transaction is finished with a customer the frontline employee asks the customer, “Did we take care of everything to your satisfaction today?”  They are prominently displaying posters in all of their locations to remind customers that if they are not asked this question, they get a hat courtesy of Wagner.  Wagner wants to encourage customers to let them know of any unresolved issues that they can solve. 

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The Difference a Smile Makes—Redux

I have written before about the difference friendly staff make to the service experience.  I am writing this from my local auto dealer to share just how it changes things.

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Watch the Customer Service Expectations When Launching New Technology

I recently took a trip to from Charlotte to Santiago, Chile.  My wife and I landed in Miami to connect to the flight to Santiago.  While waiting, I noticed that the plane parked at our gate was a Boeing 787 Dreamliner.  Though riding a plane for more than a few hours is not something I relish, I was excited to ride this plane.  Even with the plane’s initial problems it promised to make the flying experience far better.  The plane promised more headroom, more cabin comfort and, in general, just a better flying experience for the customers.  More expectations were literally “sky high.”

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3 Tips to Make Sure Your B2B Customer Experience Program Stays Successful

When a customer gives you the highest possible scores on satisfaction and loyalty, it’s understandable that you may feel compelled to declare victory and shift your attention to the next relationship.  Time to break out the champagne!  Unfortunately, you may want to wait before popping the cork.  We find that in a surprising number of the surveys we perform, highest-score customers also offer negative feedback in their open-ended comments.  So, while you may have scored a 10-out-of-10, your work is not yet done.

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Beating Consistency to Death, in a Good Way

A couple of days ago I read an article by McKinsey & Company titled, The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency written by Alfonso Pulido, Dorian Stone, and John Strevel. As any consistent reader of our blog knows, we love information that shows the power of strong and consistent service delivery. This article immediately piqued my interest.

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March Madness: Bracketing Terrible Customer Service

Since March Madness is kicking into gear, I figured I would tell everyone about a bracket I have been following recently. The Worst Company in America Tournament (WCIA) is put on by Consumerist.com, and it pits companies with poor customer service and customer satisfaction against each other. 

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