Category: WOW customer service

How to Handle a Customer’s Declined Credit Card

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: […]

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 […]

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 […]