Would Your Tip Jar be Full?

What do you do to ensure that you are creating a relationship with your customers? I recently went to my local car wash when I saw this tip jar. Apparently “car wash attendant” was as personal as it gets. (I chose not to leave a tip to the generic “attendant.”) On the flip side, one of my favorite coffee shops always has dueling tip jars, like, “Seinfeld or Friends,” “The Simpsons or The Family Guy,” “PB&J or Fluffer-nutter,” and “Batman or Superman?” It may be a simple thing, but the rivalries engage customers, spark conversations and, subsequently, both tip jars always see some action. How engaged are the people in your sales and customer service departments, management team, etc., when …

Is Your Team Good Enough to Keep Customers Coming Back?

Whether you sell goods or services, very few things will trump your customer’s experience. When I work with clients, I often ask them how they improve the caliber of the experience they provide to their customers. The answers I usually get are the results of satisfaction surveys and the number of complaints filed in the customer service department. These may be valid data points, but they really don’t provide the true pulse of what is happening. The most optimal way to improve the experience you provide your clients is to first define what that means to you and your organization. For a service-driven company, the definition should include all the touch points that exist between your customer and you for …