Archive for customerservice SmartBlogs
Not many retailers can say they’ve been around for 50 years, but Lands’ End can, an achievement President and CEO Edgar Huber said is due in part to the pillars the company hasn’t lost sight of in the last half-century: quality, value and service. According to Huber, who has led the retailer since 2011, Lands’ End has always focused on its customers and bringing them the best possible products.[…] Continue Reading »
Warning: this could be you.
I was chatting with my phone provider recently, trying to resolve an issue which involved both product delivery and billing. What should have been a short call lasted for — wait for it — one hour. I don’t know about you, but after conversing with five (count ‘em, five!) people and exercising considerable patience, I was afraid my head might spin off.[…] Continue Reading »
Selling to a new customer is difficult. Holding that customer can be even more difficult. It all comes down to what you provide in the way of the customer experience.
Not every company does this well. Only 25% of respondents to one of our recent surveys said that the employees of businesses they buy from “make me feel they are on my side.”
The survey identified eight critical behaviors that employees who interact with customers must use to help keep them.[…] Continue Reading »