"You've got to know your customers. Not just the demographics, but the psychology -- how they think when they're in your store." Read more.

"That's all a lot of what customer experience is. I call it the 'Cheers factor.' People don't have to know your name, but there has to be that connection and recognition of your value as a customer and a person." Read more.

"You expect great service at a great price when you're paying for it, like at a luxury hotel. I discovered a great customer experience in a place where you wouldn't expect it -- at traffic court." Read more.

"Zappos' online shoe sales has an incredible return policy. You can return shoes at any time. It makes you feel so good. It's just a great customer psychic investment." Read more.

"I have a story about good, old-fashioned service. Basics are basics. This was a shopping emergency, and recovery is a big part of service." Read more.

"When a company mishandles something and it recovers with grace, it can create an even more loyal customer." Read more.

"Information is power, my friend: what you shine a flashlight on, understanding what's going on." Read more.

"People have forgotten teeny tiny things that really make the difference. It doesn't take a six-month course in hospitality to do that. You can do it from the goodness of your heart, just by looking for what people need and responding to it." Read more.

Customer Service Tales from the Experts

"You've got to know your customers. Not just the demographics, but the psychology — how they think when they're in your store." Read more.

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