Archive for September, 2008
Are you above average?
A number of studies show that most people rate themselves as above average. This wikipedia article on the Lake Wobegon Effect backs this up with science.
When was the last time you asked your customers honestly for feedback, and compared this with previous measures to see if you were improving?
Is this something that should be done [...]
A list of things that make good customer service
Some of these extend into the realm of marketing, operations, and sales, but are all part of providing a good customer service. In no particular order:
Understanding/deciding who the customer is
Offering something of real value
Giving personal attention to each customer
Doing what you say you will
Being honest
Opening up communications and systems
Creating community
What other things make good customer [...]
What is good customer service?
In order to build the best customer service in the world we first of all have to make sure that we know what good customer service is. This might be a case of defining the obvious – in a White Paper I was involved in we defined it as:
giving each customer what they want, when [...]
Starting at the new beginning
The target for the next 600 days is that we will establish a new standard for Customer Service, and be able to donate in excess of $1m per month to good causes before the end of that period. This detail is not fully thought through – like every journey worth making we cannot know all [...]