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24 November 2017

How to ACE customer loyalty after a complaint

When things go wrong, what marks out a world class organisation from the rest of the crowd is what they do about it. Customers know that not everything goes right all the time. Sometimes, they’re left disappointed by a service failure.

What matters, is what you do next – because how you handle the situation makes the difference between customer disappointment and negative word of mouth, or improved loyalty, satisfaction and advocacy.

Let’s look at my recent experience of hiring a rental car from New Zealand based Ace car rentals for a case study in customer service and complaints good practice.

26 September 2017

Online customer service - Are you scoring own goals that'll break your business case?

Online services are everywhere. It’s rare to find an organisation that hasn’t been told how they could improve their customer service and make efficiency savings by moving more of their services online.

There’s plenty of evidence of the realistic, tangible efficiency and customer experience gains available from the successful introduction of online services. Don’t worry, this article isn’t going to criticise your multi-channel, omni-channel, channel shift efforts. Take heart, you’re on the right track!

However, as any Premier League soccer player knows, there’s no cheering from the crowd if you turn around and stick the ball into your own team’s net.

How can you ensure that your organisation’s actions don’t lead to ‘own goal’ service delivery failures that will leave your online self-service business case (and personal reputation) in tatters?

22 February 2017

We’re a 5 star hotel, but we’re not interested in your custom thanks

That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received from half the major hotels I approached whilst researching course venues in Sydney, Australia, last week.To say I was surprised was an understatement. It did, however, resolve the issue of what topic to discuss in my next blog post!

What lessons can we learn from this impromptu mystery shopping exercise about the critical role of front line staff in creating a positive customer experience and generating sales?