What we’re teaching about customer interactions is wrong.

The things we teach and train regarding Customer Service and Customer Experience are missing the point. Customer Service/Customer Experience are not just: Taking your money Giving you a product or service A transaction Customer Experience is much more noble then that. It’s much more serious and impactful. We’ve GOT to…

Continue reading

Customer Service as a Performance?

How many times have you been underwhelmed with the first person you encounter at a business? My guess, sadly, is that it’s almost each and every day. Service expectations have gotten so low in many cases that we’ve come to expect, and excuse, mediocre interactions. Frankly, businesses are unnecessarily losing…

Continue reading

Perception IS reality (especially for your customer).

80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. “Customer Service Hell” by Brad Tuttle, Time, 2011 “There is not truth. There is only perception.” Gustave Flaubert What’s happening? Where is the disconnect? This disconnect is not an uncommon…

Continue reading