Has Zappos Taken Customer Service Too Far?

On The Job

The last time you had a really horrible experience at a restaurant or received stellar service at a hotel, you may have jumped online to write a review. Welcome to the age of age of customer feedback, where businesses can be made – or torpedoed—based on what Irene in Iowa says about her customer service experience. What better way to succeed than having customers rave about their experience? There are some customers that will be loyal no matter what.

Customer service representatives are heroes too

Service Untitled

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone.

Making sure you receive great customer service

Service Untitled

Last evening a group of us went out to dinner at a popular Italian restaurant. So does getting angry and raising your voice get one better customer service? When service isn’t what we expected however, let’s spend a few moments first and think.

Personalizing online customer service live chat

Service Untitled

As the popularity of online shopping continues to grow by giant leaps, so does the need for online customer service. When I go to the mall, service representatives use hand gestures and facial expressions to convey a message to me.

Poor customer service results in long term brand damage

Service Untitled

American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.

Customer experience is an integral part of customer service

Service Untitled

There is a small Japanese restaurant in my area that used to have crowds upon crowds waiting outside its doors for the inexpensive, but most exquisite sushi and Japanese fare. It’s called the customer experience, and it angered so many people and the word eventually got around.

Chick-fil-A recipe for excellent customer service

Service Untitled

Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life.

I’m telling my friends about the bad customer service

Service Untitled

At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service. So who do we tell about bad service? We go out for a Saturday night dinner with our neighbors, our relatives or our co-workers and the conversation most likely centers around that last unhappy experience at the airport, the restaurant, or the mall.

Applebee’s on customer service for Veteran’s Day

Service Untitled

Applebee’s Restaurants plan to serve more than one million free meals to active, reserve, and veteran military service personnel across the country today in honor of Veteran’s Day. What a stellar example of customer service!

Is British Airways providing better customer service or are they stalking you?

Service Untitled

British Airways has initiated a new customer service program called “Know Me.” ” The search system to be employed will also be able to pull up information about a customer’s previous travel arrangements, prior complaints, meal requests, and Executive Club status.

Customer Experience Food for Thought

Customers Rock!

As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living.

2012 168

Is Your “Lack of Remarkable” Preventing Customer Loyalty?

Customers Rock!

Today we have a guest blogger with us here on Customers Rock!, Mindshare is a leader in the Voice of the Customer industry, helping companies foster consumer satisfaction, build customer loyalty, and support employee retention.

2010 168

Service Untitled» Blog Archive » Good service valued over good food?

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Good service valued over good food? With that comes quality food and consistent service.

2010 52

The Ultimate Customer Compliment

Customers Rock!

The Ultimate Customer Compliment. There is one simple line of praise that every business should seek when it comes to gauging the customer experience. It happens when one customer gladly recommends a store, product or service to someone else. And there is one movie scene on customer service that stands out for all time when it comes to winning customer recommendations. And it’s a great statement on customer service.

2010 129

The golden rules of customer loyalty

Service Untitled

It’s well recognized amongst all business owners that it cost more money to find new customers than to keep the customers we already have while trying to attract more clients to climb aboard our growing organizations. The ultimate satisfaction for customers is receiving the best product at a reasonable and competitive cost. To add to the best product or service we can supply, can we then deliver more? Take that time to work on customer retention.

2013 49

Guest services and planning needed to create a ‘Wow’ experience in buffet style holiday feast

Service Untitled

Buffets traditionally save on labor costs and provide an excellent venue to showcase a restaurant’s best food and service. The best advantage of a buffet is the flexible format and of course, it is easier to accommodate more people than offering sit-down menus with table service.

2012 56

How to ‘WOW’ customers at a buffet

Service Untitled

Listed on the National Register of Historic Places, the Breakers Hotel sits on 140 acres of manicured lawns, hedges, pools, spas, hotel rooms, and exquisite restaurants. From the moment one arrives, the promise of a truly regal customer experience is realized. And the “WOW” customer service experience began. So how did the Breakers exceed customer expectations? It actually serves as a showcase for banquets and special services.

2012 54

Tipping: Reward or Punishment?

Service Untitled

Since I have never been there, does that mean a diner leaves a tip after all is said and done, or do restaurants in Australia just pay the service staff higher wages thus eliminating the need for tipping? Customer Satisfaction Customer Service Customer Service Experience

2011 54

Give customers what they want

Service Untitled

Southwest Airlines topped all of their rivals again in the American Customer Satisfaction Index produced by the University of Michigan’s Ross School of Business. travelers are generally disgruntled over the lack of integrity and the lack of customer service.

2011 52

Linchpin Meet Ups Connect the Globe in One Evening

Make or Break Moments

Then we talked about our business and our ideal customers and what we love about our work and how we plan to grow.

2010 130

Complain with flair

Service Untitled

Last night several of us were at a new restaurant in town to celebrate a friend’s new job. Someone’s dinner was too well done; another person’s dinner was not done enough; it was the table of doom, but did all the diners in the restaurant have to be a part of the drama?

2011 52

Consumer Reports’ fast food survey echoes public demand for service

Service Untitled

In the name of competition, fast food establishments are judged on their food, their customer service, and customer experiences. Customers want innovative meals, and they want great value with cheap prices. You’re right if you are thinking service, value, and speed.

2011 52

Service Untitled» Blog Archive » Are you meeting your customers.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customersservice expectations? If you are a company that claims to have superior customer service, people will come to you with the expectation of receiving top-notch service. Also, keep track of customer issues or problems.

2010 40

Customer surveys can make a difference in business

Service Untitled

If you never measure how well your business products or your services affect your customers, chances are you may have lost customers, your reputation may have suffered, or negative word of mouth might have dried up your referral lists.

2011 52

Service with a snarl: What to look for and how to avoid it

Service Untitled

No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. Of course, we all have those particularly heinous stories of sub par service and indignant insults, but fair is fair, and perhaps some of those “fly off the handle” experiences could have been handled better; both by the customer and the service person.

2013 49

How customer engagement transcends the sale

Service Untitled

The relationship an organization has with a customer ideally transcends the sales transaction. After all, we know when we have satisfied a customer with our product or service because they have what they want. From the very beginning, listen to what your customer is saying.

2011 52

Getting what you pay for: How Amazon’s membership fee retains customer loyalty

Service Untitled

Say it anyway you want, but the best part of any kind of loyalty program is the money a customer saves versus the cost of the rewards’ programs. And so all of that brings some ideas to promote customer loyalty in smaller businesses.

2014 56

Service Untitled» Blog Archive » Employing company vision in.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Almost any company will state on a mission statement their commitment to excellent customer service, but how many of those organizations follow through on that campaign?

2010 56

Marcelita's – The Reunion Band and Readers

Make or Break Moments

Steve is a regular customer and is aware that Marcelita’s UNDERSTANDS THEIR CUSTOMERS sometimes need helping reading the bill! They offer a variety of readers in different colors and strengths just for the purpose of customers who need a little help reading the bill. What a great, simple, inexpensive way to help your customers do business with you! Put yourself in your customer’s shoes.

2010 100

Service Untitled» Blog Archive » American consumers report.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. a Georgia provider of Customer Experience Management reported American consumers feel customer service satisfaction has slipped since the first quarter of the year.

2010 52

Increase customer loyalty by improving your brand

Service Untitled

So what makes customer loyalty? Most likely its performance, reliability, offering something different which is worthwhile to the customer, and providing service far above what is commonly expected. Then came the customer service; a ten-year warranty or 100,000 miles.

2011 52

Let Your Customers Count Cows

Service Untitled

Today’s customers have a strong need for speed. The customer’s standard for the speed of service has continued to hasten with seemingly no end in sight. But, there is a way to slow the speed of service. Let your customers “count cows!” When customers.

2011 52

How Do You Know When Your Customers Are Starting to Stray?

Service Untitled

Good ones take it step further and focus on “service recovery,” making every attempt to retain a customer’s business after something has gone horribly wrong. So, how do you know when your customers are starting to stray? The restaurant was packed, which is always a good sign.

2011 52

Service Untitled» Blog Archive » Panera Bread 2010 “25 Customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates.

2010 52

Service Untitled» Blog Archive » White Glove Service in 4 Steps

Service Untitled

Service Untitled The blog about customer service and the customer service experience. I also associate white glove service with class, grace, and politeness as well. To provide white glove service, you need to make sure that: Employees are well dressed. Looking the part is important if you’re concerned with white glove services. If you have the best employees in the world, but a dirty store, office, hotel, restaurant, etc.,

2009 40

Service Untitled» Blog Archive » The 2010 Fanati Award

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. Their slogan is “Any Pet, Anywhere, Any Time,&# which implies that they are a company that wants to go above and beyond for its customers.

2010 40

Service Untitled» Blog Archive » Customer loyalty built on company.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. There was no problem with customer loyalty because the stores had no competition, that is – until the appearance of the mall.

2010 52

Hundreds Give Value for FREE

Make or Break Moments

Starting with the generous sponsors: Avitae, Nickles Bakery , Stancato’s Italian Restaurant and the Cuyahoga Valley Career Center. My session was called Create a Customer-Focused Social Media Strategy. What can you offer your customers or your colleagues for FREE?

2010 130

The Rise of Coworking and the Variable Cost Economy

Small Business Labs

  The article goes on to describe what corporate customers want from coworking spaces: I’ve never heard a customer say “I want coworking.”

2017 194

Why Blindly Following the Rules Is a Mistake

Eat Your Career

The other night, my parents and I hit a local restaurant for happy hour. In this instance, it was at the expense of exceptional customer service. I’m talking about more than customer service now. Our entire customer service experience would have felt different.

2011 199