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Customer Service – Best Reads week of September 26

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. So let’s improve your customer service. How? Just Ask Your Customers.… 

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Customer Service – Actually, Customer “Experience” and 17 Tips to Improve It

  • 3 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. If you’re looking to improve your customer service, first, perhaps we… 

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The Perils of a Poor Web Presence

  • 4 min read

Climb into your time machine for a moment and set it for 1965. Ready? Push the big red button. Okay, you’re in 1965. Walk into the first small business you see and ask if they have a phone. Go into the next small business and ask the same question. Once you’re convinced that every small business has a telephone, get back in your time machine and set it for today. The point I want to make is that not having a small business website today would be the equivalent of not having a telephone any time after telephones became routinely… 

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Customer Service – 10 Golden Rules, Hall of Shame and 7 Ways to Improve

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. If you’re looking to improve your customer service, two authors have… 

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Customer Service – Best Reads Week of August 22

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. If you’re looking to improve your customer service, in the spirit… 

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Tourism Best Practices – Destination Development, Grants and Partnerships

  • 2 min read

Tourism professionals at Convention and Visitors Bureaus – CVBs (or Destination Marketing Organizations – DMOs) are implementing some innovative programs to increase visitation in their destinations. We call them Tourism Best Practices.   It starts with destination development – building the infrastructure, facilities and/or attractions. Oklahoma City has been doing that for years and they are reaping the benefits: Oklahoma River’s Success Has Oklahoma City Bubbling with Enthusiasm, Pride In Rockford Illinois, the CVB has developed an event to attract customers to local businesses: Rockford Day Kicks Off to Entice People to Businesses I’ve long been a fan of marketing grants from… 

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Customer Service – Learn from Richard Branson, Banking Industry and These 17 Tips

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. If you’re looking to improve your customer service, this week, learn… 

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Customer Service – The Essential Soft List and 19 other Tips

  • 2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. 19 tips this week for improving customer service – especially to… 

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Customer Service Lessons from the Big 12

  • 3 min read

I believe my son is an average 6-year-old. He likes Star Wars, Transformers, Wii and sports. When we moved to Norman, Okla., he saw the OU football poster and wanted one. So up one went on his wall! Then he wondered if he could get posters from the teams OU was playing. And thus, a quest began! Because the DMOs in the cities of the Big 12 have a strong relationship I was able to drop the other eleven a line and make the request. As some went unfulfilled, I started contacting the universities’ athletic departments myself. The result is… 

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