Blog

Category: client responsiveness

It’s time for the next customer service revolution

Customer satisfaction and customer service has been on my mind lately, primarily because I have experienced two situations first-hand recently in which two banks just didn’t get it!  Last November, I had an unfortunate interaction with ScotiaBank, and just earlier

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Customer loyalty – easy to lose, but just as easy to keep

Just a few months ago, I blogged about a specific situation I experienced where a few ill-chosen words by a bank manager were able to destroy long-term customer loyalty in a matter of minutes.  Well, I’m sad to report that

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Lack of client responsiveness … pushes customers to your competitors

It’s mind-boggling to me that so many companies still don’t understand the importance of making it easy for their customers to buy from them. In fact, I outlined two specific examples of customer service failure in Are you easy to

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Are you easy to work with? – a lesson in client responsiveness

Back in 2009, I blogged about how lack of client responsiveness led to a difficult experience trying to make an online purchase from the U.S. arm of the mega-company Costco.  Essentially, the company (at least back then, hopefully not now)

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Exceptional customer service starts with small actions

As leaders, we have the responsibility to nurture and maintain organizations that deliver great customer service – where our employees are responsive to our clients so that they not only have wow experiences that keep them as lifelong customers, but

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A disappointing interaction with Kraft highlights an important component of written communication

Form letters – we all use them, mainly because it makes life easier. After all, it’s a lot simpler to “cut and paste” a canned response to questions that are asked frequently. But … and this is a big BUT

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