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How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?


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Is a fantastic product alone enough for true success?

A fantasic product will only take you so far to success. I have argued that a strategy based mainly on product differentiation; without considering other aspects of a customer’s journey, is not a robust strategy for the long run. 

Why? 

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The Evolution of the Service Experience: Cooperation and its Impact on Customer Expectation

I cannot say if customer service is, in general, improving or getting worse.  The American Customer Satisfaction Index suggests that customer service improved until mid-2014 but has been trending downward since. It is probably growing in some industries and not in others. Personally, I am occasionally impressed with the service, but the service I receive is “adequate.”  I give talks frequently, and I often start the presentation by asking who can recall a positively memorable service experience in the last few months. Typically, I will see a smattering of raised hands.  If asked about unsatisfactory service experiences, the number of hands raised is usually far larger. Is Customer expectation changing or is consistency slipping?

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Great Service with a Shoe Shine

When I travel through the Charlotte, NC (USA) airport, I frequently get my shoes shined at Executive Shine.  I always get a great shine and the people working there are friendly and courteous—even when things are a bit harried.  Until this week, I never knew much about the people behind the operation at the Charlotte airport.

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What Do Customers Really Want from Their Service Experiences?

To improve the service experience your company delivers to customers, it’s important to first define what success looks like.  You must answer the question “what do our customers really want from their service experiences?”

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Innovation and the Lowly Pallet

When the word “innovation” is mentioned we often think of the “big” innovations, such as the transistor, MRI, email and smartphones.  However, beneath the headlines heralding these great breakthroughs lies the reality that innovation is happening all the time in every industry.  Indeed, companies that have stayed successful over the years seem to place a great emphasis on innovation, even if the product they sell is rather pedestrian.  Let’s take the case of the lowly pallet.

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