Most Active Articles 2009-11-25T23:33:21.926-05:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:customer-service Jena McGregor jmcgregor526 urn:com:businessweek:bx:article:10628729700729471772-b32353e0ab641a5623d9819013e75e11 2009-11-23T12:07:25.405-05:00

Traveler describes positive experience with American Express

Traveler describes positive experience with American Express http://nerdygirlatw.com Joanna Lang jlang463 3 3 0 0 urn:com:businessweek:bx:article:567130535011323756-2fd7d6cabf5cb3e4803a7a0c002e4bab 2009-11-21T09:38:33.212-05:00

Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed that the flight was delayed until 7:30 PM. After a few seconds it sunk in — I wasn’t going to make it home last night.

Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed that the flight was delayed until 7:30 PM. After a few seconds it sunk in — I wasn’t going to make it home last night. http://experiencematters.wordpress.com/2009/11/21/american-airlines-fails-in-service-recovery/ Bruce Temkin btemkin340 5 5 0 0 urn:com:businessweek:bx:article:1784867313725158735-e275368ac6c9f23325bba146a67b6889 2009-11-20T20:58:39.972-05:00

Posts from our blog that provide real-world examples of employee activities geared toward improving the customer experience.

Posts from our blog that provide real-world examples of employee activities geared toward improving the customer experience. http://blog.winningworkplaces.org/blog/winning-workplaces/0/0/top-10-posts-on-improving-customer-service Mark Harbeke mharbeke724 5 5 0 0 urn:com:businessweek:bx:article:5057462090039602641-74344241f127d3b23f035b0dbb1425b6 2009-11-12T14:11:12.083-05:00

I have posted a fair amount recently about the increasing importance of delivering great customer service - http://bit.ly/nf0or. I was reminded of this again when I came across a reference to what has become known as the "United Breaks Guitars" phenomenon. United repeatedly refused to listen and take corrective action after damaging the guitars of Dave Carroll. He eventually wrote a song in response (see video below), and the rest is history with 6 Million views and untold damage to United.

I have posted a fair amount recently about the increasing importance of delivering great customer service - http://bit.ly/nf0or. I was reminded of this again when I came across a reference to what has become known as the "United Breaks Guitars" phenomenon. United repeatedly refused to listen and take corrective action after damaging the guitars of Dave Carroll. He eventually wrote a song in response (see video below), and the rest is history with 6 Million views and untold damage to United. http://www.socialmediatoday.com/SMC/141797 George Millington II gmillingtonii402 13 11 1 1 urn:com:businessweek:bx:article:5445610723026156700-5023c7336e75aefcaf3d82ee2662a69f 2009-11-16T02:33:02.002-05:00

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed the 40 nominations submitted for Forrester’s Voice Of The Customer (VoC) Award from earlier this year. I examined responses to the...

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed the 40 nominations submitted for Forrester’s Voice Of The Customer (VoC) Award from earlier this year. I examined responses to the... http://experiencematters.wordpress.com/2009/11/16/16-voice-of-the-customer-recommendations/ Bruce Temkin btemkin340 4 3 1 0 urn:com:businessweek:bx:article:3826229520396625181-ccdd1c8531fa1505e01080615083f10c 2009-11-18T21:48:17.213-05:00

The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time and money to implement them all. This simple fact can hinder customer service if handled poorly. When examining customer feature...

The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time and money to implement them all. This simple fact can hinder customer service if handled poorly. When examining customer feature... http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/ Andrew McFarland amcfarland051 1 1 0 0 urn:com:businessweek:bx:article:145191810330584196-1031f2c49050078379aa5212278e84dc 2009-11-18T01:06:27.784-05:00

Be sure to talk with your hands, whether it be when you’re talking on the phone or in person. It’s amazing how much it reinforces what you’re saying by showing your conviction and confidence. It doesn’t matter how tight you are with money, spend the cash to get a headset to allow you to talk without your hands being tied up holding the receiver. No matter who you are, we all speak with our hands, and we all speak with more confidence, energy and authority when we use your hands. Nothing will kill a telephone sales call faster than a voice that lacks energy. Use your hands to help increase your level of energy. Keep in mind this does require you buy the top-of-the-line headset. I’m not going to recommend a specific one, because the type you need will vary based on the type of phone you have and the quality of your connections. When you speak with your hands while talking on the phone, use the same gestures you would if you were talking to the person face-to-face. This also will help you to be more comfortable and will help increase your listening skills.

Be sure to talk with your hands, whether it be when you’re talking on the phone or in person. It’s amazing how much it reinforces what you’re saying by showing your conviction and confidence. It doesn’t matter how tight you are with money, spend the cash to get a headset to allow you to talk without your hands being tied up holding the receiver. No matter who you are, we all speak with our hands, and we all speak with more confidence, energy and authority when we use your hands. Nothing will kill a telephone sales call faster than a voice that lacks energy. Use your hands to help increase your level of energy. Keep in mind this does require you buy the top-of-the-line headset. I’m not going to recommend a specific one, because the type you need will vary based on the type of phone you have and the quality of your connections. When you speak with your hands while talking on the phone, use the same gestures you would if you were talking to the person face-to-face. This also will help you to be more comfortable and will help increase your listening skills. http://thesaleshunter.com/blog/?p=1347 Mark Hunter mhunter316 1 1 0 0 urn:com:businessweek:bx:article:10910497730365436729-68d408a0f09db23db1dfa51deffd29cb 2009-11-18T00:46:15.161-05:00

Forrester's annual survey on customer experience strategy and spending.

Forrester's annual survey on customer experience strategy and spending. http://experiencematters.wordpress.com/2009/11/18/participate-in-forresters-q4-2009-survey/ Bruce Temkin btemkin340 1 1 0 0 urn:com:businessweek:bx:article:5634224701832354024-a872c8804d16b67ee99e062cd7db8c91 2009-11-09T07:26:10.285-05:00

I just read an interesting interview in Forbes with Simon Cooper, president of the Ritz-Carlton, who provides some insight into Ritz-Carlton’s customer-centric culture. Here are some of Cooper’s remarks: We focus on three fundamentals.

I just read an interesting interview in Forbes with Simon Cooper, president of the Ritz-Carlton, who provides some insight into Ritz-Carlton’s customer-centric culture. Here are some of Cooper’s remarks: We focus on three fundamentals. http://experiencematters.wordpress.com/2009/11/09/inside-ritz-carltons-customer-centric-culture/ Bruce Temkin btemkin340 8 7 1 0 urn:com:businessweek:bx:article:145191810284126607-88fc88ec133ff8bd467166a4dc64a53f 2009-11-16T10:54:19.277-05:00

The other day, I was checking my phone messages. I couldn’t believe the number of people who breeze past basic techniques when leaving a voice mail. As I went through several messages, I quickly could tell the difference between people who...

The other day, I was checking my phone messages. I couldn’t believe the number of people who breeze past basic techniques when leaving a voice mail. As I went through several messages, I quickly could tell the difference between people who... http://thesaleshunter.com/blog/?p=1344 Mark Hunter mhunter316 3 3 0 0 urn:com:businessweek:bx:article:11021845365592797351-ae3a55096c1b99ce9f907674ad3d7a76 2009-11-17T13:42:30.997-05:00

Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as we think we are.

Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as we think we are. http://mlcwideangle.exbdblogs.com/2009/11/16/uniqueness-is-a-matter-of-perspective/ Marketing Leadership Council tkoopersmith354 0 0 0 0 urn:com:businessweek:bx:article:9085485958813501064-6f30ab7340670d163c6eec852040b27e 2009-11-11T12:17:15.337-05:00

Most executives talk about the importance of customer service, but far fewer are able to succinctly describe what they mean. It can easily become an empty cliché rather than a strategy for growth. Yet customer service can be as important for product...

Most executives talk about the importance of customer service, but far fewer are able to succinctly describe what they mean. It can easily become an empty cliché rather than a strategy for growth. Yet customer service can be as important for product... http://blogs.bnet.com/customer-service/?p=587&tag=nl.e808 Eric Tsai etsai275 6 5 1 0 urn:com:businessweek:bx:article:15702463233176272952-49770c24077366e338e288b11caa994b 2009-11-15T18:34:07.743-05:00

When I first went to Dallas for six weeks of training with American Eagle, my instructor, Sandy, walked in the classroom and announced, ” Welcome to AMR. You have just given up your right to have a bad day.” What?! Her point was that if you have...

When I first went to Dallas for six weeks of training with American Eagle, my instructor, Sandy, walked in the classroom and announced, ” Welcome to AMR. You have just given up your right to have a bad day.” What?! Her point was that if you have... http://www.planeconversations.com/2009/11/15/tales-from-the-ticket-counter-a-sucker-for-good-customer-service/ Jon Anne Doty jdoty792 1 1 0 0 urn:com:businessweek:bx:article:12780694856595481838-d26a46b7f20de0e514baac3a626208ac 2009-11-12T10:04:12.403-05:00

I have spent my whole working life in the business world. Before creating Ecademy in 1998, I was sales and marketing director of a computer distributor. I worked for an entrepreneurial managing director and he had an excellent hold on the value of a...

I have spent my whole working life in the business world. Before creating Ecademy in 1998, I was sales and marketing director of a computer distributor. I worked for an entrepreneurial managing director and he had an excellent hold on the value of a... http://www.marketingdonut.co.uk/blog/2009/11/2010-the-year-when-customer-service-meets-marketing Marketing Donut mdonut591 4 4 0 0 urn:com:businessweek:bx:article:6196967950092169068-0d602e5e1ea80a2017ac8584e31211c8 2009-11-02T10:44:24.968-05:00

Surveying customers after they’ve made a purchase — or signed a service engagement or support contact — is one of the best ways to identify which customers you might be in danger of losing. According to Jeffrey Henning, founder of Vovici, which offers comprehensive survey software, panel management, and online community solutions, there are four key areas a survey should take into consideration:

Surveying customers after they’ve made a purchase — or signed a service engagement or support contact — is one of the best ways to identify which customers you might be in danger of losing. According to Jeffrey Henning, founder of Vovici, which offers comprehensive survey software, panel management, and online community solutions, there are four key areas a survey should take into consideration: http://www.fuelnet.com/daily/customer_satisfaction_research/identifying-loyal-customers/ Ken Beaulieu kbeaulieu381 23 23 0 0 urn:com:businessweek:bx:article:17994991620161123012-7eabd9bac2e3f14c5b2f2114701a4280 2009-11-13T19:00:30.333-05:00

MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so I’ll take it. However, the content is an excellent view into how complexity can negatively impact a business’s ability to function...

MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so I’ll take it. However, the content is an excellent view into how complexity can negatively impact a business’s ability to function... http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/ Andrew McFarland amcfarland051 0 0 0 0 urn:com:businessweek:bx:article:17488186535149049280-4e1886b80ba6f62016799e7b9b1e60b6 2009-11-12T22:15:35.583-05:00

If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil. The answer is that customers and sales reps are evil to the same degree. There is plenty of lying and other bad behavior on both sides...

If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil. The answer is that customers and sales reps are evil to the same degree. There is plenty of lying and other bad behavior on both sides... http://pivotpointsolutions.net/2009/05/31/customers-are-evil/ Andrew McFarland amcfarland051 1 1 0 0 urn:com:businessweek:bx:article:145191810253154881-b0d28ec167d316566cd0fee5332cda4c 2009-11-12T07:50:39.294-05:00

It’s not unusual for customers to put up a fight against your current price or a price increase, especially when the customer is concerned about finances. You have to prepare yourself for these situations, because it’s not a question of if they are...

It’s not unusual for customers to put up a fight against your current price or a price increase, especially when the customer is concerned about finances. You have to prepare yourself for these situations, because it’s not a question of if they are... http://thesaleshunter.com/blog/?p=1342 Mark Hunter mhunter316 0 0 0 0 urn:com:businessweek:bx:article:14104583942646675920-09b90188ec7c0f0855fcaed475abc94d 2009-11-12T07:27:00.603-05:00

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How...

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How... http://experiencematters.wordpress.com/2009/11/12/world-usability-day-shoutout-to-25-firms/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:8650326108298350159-47dc6fedbb01fb2844f3e5b624723ae9 2009-11-12T07:26:12.343-05:00

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me! Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to...

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me! Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to... http://experiencematters.wordpress.com/2009/11/12/its-world-usability-day/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:144951998393215290-c727f019b621014f6ee6efa0ad46be92 2009-11-10T23:54:03.609-05:00

Customers will pay a premium for confidence and “risk minimization.” Confidence sells! I can’t emphasize this enough and especially now with the economy behaving the way it is. The confidence I’m talking about is...

Customers will pay a premium for confidence and “risk minimization.” Confidence sells! I can’t emphasize this enough and especially now with the economy behaving the way it is. The confidence I’m talking about is... http://thesaleshunter.com/blog/?p=1338 Mark Hunter mhunter316 1 1 0 0 urn:com:businessweek:bx:article:6797081736246582497-b290d7faf122eddda35cad1992a3a4bb 2009-11-06T20:12:59.702-05:00

Outsourced call centers have mushroomed and businesses across the globe have become dependent on them, a number of myths about call centers have gained currency and are refusing to die. In order to properly appreciate the operation and utilization...

Outsourced call centers have mushroomed and businesses across the globe have become dependent on them, a number of myths about call centers have gained currency and are refusing to die. In order to properly appreciate the operation and utilization... http://www.advertiseineurope.com/b2b-marketplace/customer-support/outsourced-call-centers Levente Szfarli lszfarli742 1 0 0 1 urn:com:businessweek:bx:article:4529906308077031460-eb3ed5fb06c22ef685fe5252f90f189b 2009-11-10T19:26:18.219-05:00

I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his time in space: “It’s a...

I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his time in space: “It’s a... http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/ Andrew McFarland amcfarland051 0 0 0 0 urn:com:businessweek:bx:article:7885100726303095781-0533c822f8854aaaa700cce5eb4a86e8 2009-10-28T09:50:32.562-04:00

Your job is to meet the real needs of your customers as well as those of your own business. Consider these three tips for better customer service.

Your job is to meet the real needs of your customers as well as those of your own business. Consider these three tips for better customer service. http://www.fuelnet.com/daily/customer_service_tips/get-real/ Ken Beaulieu kbeaulieu381 15 15 0 0 urn:com:businessweek:bx:article:144951998331271838-98946412556479ce5b5e3e61f03695ef 2009-11-10T00:22:50.889-05:00

When you’re ready to close the sale, your eye contact should only go in two places. Either looking at the item you’re selling, which may include the contract, or directly into the eyes of your customer. Looking at anything else shows a sign of...

When you’re ready to close the sale, your eye contact should only go in two places. Either looking at the item you’re selling, which may include the contract, or directly into the eyes of your customer. Looking at anything else shows a sign of... http://thesaleshunter.com/blog/?p=1334 Mark Hunter mhunter316 0 0 0 0