I Didn’t Even Have to Ask (on Customer Service)
This a great customer service story at Home Depot! I Didn’t Even Have to Ask (on Customer Service). You may remember my post on my horrible customer service experience at another Home Depot location (Home Depot Customer Service). Can the manager in this article be transferred near me? Better yet, he should train others. It [...]
Customer Experience – Consistent vs. Personal
We always talk about the importance of providing consistent customer service but isn’t making it personal better? Don’t we all want to feel validated as individuals? For most companies, consistency equates to process, and they, in turn, dehumanise the experience. Recently, Dennis Snow posted Customer Service Wows – It’s About Consistency. I agree but recently I’ve [...]
Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
Enhanced Definition of Customer Experience
Now that I’ve defined what the customer experience isn’t, let’s take a look at what it is and should be. In my post “What is Customer Experience” I started with a general definition from Wikipedia. It says that the customer experience is “the sum of all experiences a customer has with a supplier of goods [...]
Customer Experience – Outcome or Business Function?
There are still questions about defining the term “Customer Experience” following my last post on the subject (What is Customer Experience?) The first issue that I’d like to touch on is the difference between the customer experience which is an outcome and customer experience management which may sometimes be a business function. Following Bruce Temkin‘s [...]
