Nov 14, 2017
Service, Business, Customers, Relationships,
Customer service is important,
but the customer experience is really everything. We’ll look at that in our
Thought of the Day. And in our interview segment, we’ll talk with
Steve Dorfman, one of the foremost experts on how we can
dramatically improve the customer experience … of our customers.
That and more on today’s show.
Bob's Thought of the Day
consistently bad customer service can ruin a company while good
customer service simply keeps that company in the game.
- Specific ways that my favorite restaurant, The
Juno Beach Cafe, provides an exceptional customer experience and
retains a loyal customer base.
special way that one of the waitpersons, Nancy, provides an
exceptional customer experience to my Family each
Interview with Steve Dorfman
the customer experience isn’t likely to exceed the employee
- Examples of companies known for providing
remarkable experiences for both employees and
it’s not the customer’s responsibility to ensure a good customer
to know whether you have fallen victim to the mentality of blaming
we must anticipate a customer’s most important needs and do their
critical thinking for them.
to handle unmet customer expectations.
importance of showing empathy to customers.
LAST framework for handling a poor customer experience: listen,
apologize, solve, thank.
to reframe an apology as taking responsibility for what happened to
technology and automation factor into the customer
compelling example of using hi-tech for the sake of
Click to Tweet
#customer experience isn’t likely to exceed the #employee
experience. @driventoexcel #business
customers didn't go to #Customer School. @driventoexcel
okay to go hi-tech for the sake of hi-touch ... but never at its
expense. @driventoexcel #technology #business
Free Resource: Customer
Experience Quick Tips of the Day. You can also access it by visiting
http://bit.ly/2iYixjA or by texting CUSTOMERSERVICE (all one word) to
Resource: 36 Customer Service Quotes
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