Customers of the World Database
Customer Experience stories from around the world
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If a customer gives you money
It sounds like common sense, yet, time and time again, organizations act as though they are doing the customer a favor by taking their money.
We offer so much
What more could customers want? Well, customer service, for one.
Baby, it’s cold outside
Cold calls. Cold emails. They are a part of doing business.
At the core
The words and actions of employees become part of “who” an organization is and what it stands for.
Especially for you
Everyone likes to feel special, even customers.
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.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
How to ask
Otherwise, don’t waste their time.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
No matter how long it takes
The employees were more concerned about the customer’s project being done correctly that keeping score of how many times they had to tweak the paint color.
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.
Where customer retention begins
Do you sometimes believe your interactions with customers don’t impact your bottom line?
Missed opportunities
Customer retention doesn’t just happen. It requires taking action to build relationships.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
You like me, right now, you like me!
It doesn’t take much to treat your customers with thoughtfulness creating a genuine human connection, but the payoff is huge.
Full-service farmer’s market
What set this market apart from others happened at the cash register.