Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.
Although we see thousands of pieces of advertising every day, they work. But in order for them to work, each store must implement (with precision)
Why a staff member should collect information even if they can’t do anything about it I closed a bank account today, and the reason I had to close it IS relevant. I closed it because my bank, Greater Bank does not have Apple Pay as part of their Visa card offering. I am now wallet free, digital […]
Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.
Everyone is involved in customer service. Here is a short story showing how everyone should have it front of mind, even I.T.
We look back fondly on the good ol’ days of customer service but forget how bad they were.
Automation is making it better and the research proves it.
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances). […]
This is about what happens when a company automates their customer service too far.
An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation. They are reducing two Sydney flagship stores to 1, and eliminating 6 floors. Profits have been declining every year for 15 years (lightening reaction times). Online sales rose 46.8 per cent and now account for 7.7 per cent of total sales. But they […]
If the customer doesn’t know why they made a decision, how are you supposed to help them make it? There are three factors at play: 1) the rational brain (which isn’t really used that much) 2) emotional drivers (moods and feelings) 3) contextual drivers (we aren’t always the same person). So how are we supposed […]
What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works and what doesn’t work in customer service The following graph tracks client data for Satisfaction and Knowledge. We changed the enquiry every month. Satisfaction and the level of knowledge track […]