5 Ways Apple Proves They Really Care About Customer Service

There’s a reason why Apple is a leader in not only technology but customer service too.  They actually provide the vehicle(s) needed to service their customers’ needs.  It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out.

Really Care About Customer Service

I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.  After the initial plinking with my new toy I put it to rest so I can visit family for the holiday. On Friday I returned to my investigation of my new gadget.  All went well.

But then it happened…

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My Thanks to You on Thanksgiving

Thanksgiving, the most American of holidays.  Time to eat, time to drink, time to watch football.

My Thanks to You...on Thanksgiving

But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed. I hope my writings have brought some insight and maybe even a few tips and tactics that are useful in your business.

That’s what makes it fun; seeing others put your thoughts into action, especially the younger generation looking for guidance.  Each of us can help someone else to become better, to see things in a new light, to pass on whatever wisdom we may have.

I’m thankful to you for allowing me to share with you.  Whether you are thousands of miles away or right next door.  My blog touches many and your comments and support have touched me…and for that I am thankful.

On Thanksgiving, even if your table is small, your heart can be BIG. Click To Tweet

I hope you have a wonderful day!

Sincerely,
Steve DiGioia


8 Ways Great Service is Just as Special as Your BFF

As a kid growing up in Brooklyn New York I spent countless hours with my best friend.  We were neighbors and always together.  Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together.

Great Service is Just as Special as Your BFF

Moving forward many years I sat down today to write a new article on what makes great customer service.  As I listed specific characteristics I realized how much in common they have with a good friend, a BFF (best friend forever).

Here’s 8 Ways Great Service is Just as Special as Your BFF

A Warm Smile

Your eyes widen, your stress and anxiety lessens and your day seems a little brighter.  That’s what your BFF’s smile does for you.  The world is a better place because of him/her.

When we enter a business nothing starts the interaction off better than a warm welcome –

“Good afternoon, welcome to ___________, how may I help you today?”  Follow next with a sincere smile and you are off to a great customer service start.  Great businesses hire for personality first and train for the job skills second.

No Lies

Best friends don’t lie. Truth is the measure of trust between two people that care about each other. Click To Tweet

Great businesses don’t (more…)

Surprises Await When You Pretend To Be Your Own Customer

...how else will you REALLY know what's going on?

Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.  Well, have you ever tried to be your own customer?

pretend to be your own customer

According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.  In other words:

Customer loyalty goes out the window when the service and experience is poor. Click To Tweet

What does your business do to measure the customer experience and satisfaction?

Sure, there are many companies that can assist you with their “time tested” product and strategies that measure customer engagement.  They will recommend countless ways to overcome any negative impact.  But there is a quicker, cheaper and in my opinion much better way to measure the customer experience.

Pretend to be your own customer every once and awhile.

Stop looking at your flow charts or profit & loss statements.  They don’t tell you what or where the issues are, only the revenue lost because of your mistakes.

Get out of your office and (more…)

Change Agent or King of Status Quo? Which Are You?

Aren’t you tired of hearing customers complain?  Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month?  What are you doing about it?  Are you a change agent or the king of status quo?

change agent or king of status quo

A successful business is dependent upon the unwavering ability to identify challenges, evaluate a new course of action and put into effect the processes and procedures to make it happen.  You must be willing to change as needed…until it works!

Sadly, too few are willing to put in the effort to do this.

We sit through many unproductive meetings discussing the issues at hand but never come out with tangible solutions and an action plan to improve.  Why is this?

What role do you play in your organization?

The King of Status Quo

“Oh, things will never change”.  “I doubt he (the boss) will want to do it”.  “We’ve always done it this way”. “But we tried that already”.  “It’s not in the budget”.

Do these statements sound familiar? (more…)