Category Archives: Customer Service

An incredible customer experience: Southwest

Since 2011, I’ve come to love flying Southwest Airlines because of the good fares, their friendliness and lack of stuffiness, no hidden fees, and their ease of changing flights. Things change at a drop of the hat here at work … Continue reading

Posted in Customer Service | 1 Comment

Just Try Something Different

Seatbelts click. Chairs squeak as people adjust their position. The dull mumble of small talk floats through the airplane. Phones power down. I’m absorbed in my latest book, ignoring everyone around me. Sidenote: My first plane ride was before my … Continue reading

Posted in Customer Service, Marketing and Public Relations, Travel | Tagged , , , | 16 Comments

Spend More Time Listening Than Talking

Note: This is a guest post I wrote for Who’s Your Gladys, a fantastic customer service blogĀ  and book (which is being released on September 15th). You can find the book here on Amazon authored by Marilyn Suttle and Lori … Continue reading

Posted in Customer Service | Tagged , , , | 11 Comments

What If Your Company Had an In-house Smile Detector?

Tokyo‘s Keihin Express Railway Company has one to measure its staff’s smiles. Employees of the railway are required to smile into a camera and have their smile and facial structure analyzed by software to detect their happiness. The device analyzes … Continue reading

Posted in Customer Service | Tagged | 17 Comments

I Want to Hug

It’s like Alice is my friend. She has a great personality. She helps me shop, she’s organized, I don’t have to leave the comfort of my house and all my favorite household products are delivered to my doorstep. Did I … Continue reading

Posted in Business, Customer Service, Feature, Marketing and Public Relations, Startup | Tagged , , | 5 Comments

The Humble Product Review

Samsung began to hear complaints that the speaker on the side of their flat-panel TV was too wide for many customers’ entertainment sets. Consumer product reviews were buzzing around the web. Samsung listened and redesigned the product to hide the … Continue reading

Posted in Blogging, Branding, Customer Service, Social Media, Twitter, Web 2.0 | Tagged , , , , , | Leave a comment

A Lesson in Retaining Customers

I just returned from four days at the beach with my family and relatives. Even though I unplugged (no wireless in the condo), I’m always on the look out for smart business practice and interesting stories to share here. I … Continue reading

Posted in Customer Service, Travel | Tagged , | 17 Comments

Customer Service Goes a Long Way

Customer service. Seems pretty easy, right? Be personal, listen to your customers, follow-up, create a general sense of friendliness and validate why they, your customers, use your service or brand. Unfortunately, I think it’s one of the hardest ‘actions’ to … Continue reading

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Posted in Boulder, Branding, Customer Service | 13 Comments