Customers of the World Database
Customer Experience stories from around the world
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Complaining about a sale?
It shouldn’t be a surprise to anyone.
What “proactive” looks like
Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.
But our store is so safe!
Think of the end-to-end journey. It might be longer than you realize.
At the core
The words and actions of employees become part of “who” an organization is and what it stands for.
We’re listening
Flexibility and adaptability will be the two most useful skills for organizations heading into 2021. How adaptable are you?
New year, new _____?
What changed in 2020? Everything and nothing.
Year end
New year, new outlook, new possibilities.
Perspective
“Different” doesn’t have to mean “worse.”
Upfront or underhanded?
When it comes to pricing, don’t be shady. Be honest. Be upfront.
Transparency
Transparency is not overrated. Customers want to know how they will be affected and what you are doing about it.
Transfer or translation?
The online experience is much different than an in-person one regardless of industry. It’s not better, it’s not worse, but it is different.
Don’t lose sight of the big picture
This is a new world but it is one that has created new ideas for providing customer satisfaction.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
We have fresh muffins today
There’s a difference between upselling and offering a customer additional options that might interest them. The difference is more than semantics; it’s about intention.
How to ask
Otherwise, don’t waste their time.
Finding answers
For those customers with strong, negative opinions, should you really be finding that out via a survey? Shouldn’t your organization already know that the customer had an issue or isn’t happy with your company? It shouldn’t take a survey to figure that out.
Change
You can only change what you are aware of.
Big box store, individualized personalized attention
When one thinks about big box stores, we tend to think of slick corporate offices, employees who want you in and out as quickly as possible, pallets full of name brand inventory. Cold and impersonal efficiency.
Going out of their way
This is customer service.
What? Where? Who?
The fault lies not with the employee, but with management who hasn’t empowered their staff to enforce protocols.