Yesterday I presented a keynote for Progressive Business. My aim was to position customer service professionals to go out of their way to make customers feel good. During the Q & A an attendee asked: […]
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Category: WOW customer service
The SLS Beverly Hills Gave Me Celebrity Customer Service!
I flew into Los Angeles the night the Academy Awards were being held. By luck of the draw, I was in the same hotel that many of the celebrities stayed in. (My client really […]
Videos from My Zappos Presentation to ICCA
Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA). I crafted and presented my session with these goals: To inspire organizations to make customer service their […]
How an Otter Used a Monkey to WOW Me. (OtterBox uses Survey Monkey to Get Customer Feedback)
My cool OtterBox case for my iPhone 4s Last week I contacted OtterBox for a problem with my fantastic Defender iPhone 4s Case. I was so Wowed by the Otter (customer service representative) I spoke […]
You Get What You Celebrate (Customer Service Tip)
One of my clients asked me to deliver a keynote to kick off their Customer Service Week celebration. Right before I took the stage, the company played audio testimonials from a few very happy and […]
My Keynote at Lambeau Field in Green Bay on “The Super Bowl Customer Experience”
(I shot this photo just inside Lambeau Field) Last month I was honored to be the keynote speaker at SOCAP Wisconsin’s “Super Bowl Customer Experience.” The meeting was appropriately held at Lambeau Field in Green […]
How Starbucks WOWs in Routine Customer Service Interactions
(My Starbucks on 81st Street in Tulsa) When I pulled up to the Starbucks drive-thru on 81st street in Tulsa last Thursday, I was greeted with the warm friendly persona that I’ve come to love. […]
What My DSLR Camera Taught Me About Customer Service
Last month I bought a DSLR Camera. I didn’t choose my camera because of the brand, the commercial advertising for the camera or because it’s cool to have a DSLR. I bought my camera because […]
This Note From a Satisfied Client Just Made My Day!
Just got a note from one of my cool new clients. There’s nothing quite like the feeling of knowing you have met and exceeded a client’s expectations. 🙂 Related articles How I Build a […]
You’re Not Selling Stuff. You’re Building Relationships.
Tonight I’m sitting at my desk preparing for a keynote I’ll deliver in Las Vegas next month on WOW Customer Service. In my presentation I’m going to feature a short video of the amazing Christopher […]