Excuses Are Not A Customer Service Policy

Published By Ben Shute On Friday, December 18th 2009. Under Best Practice, Customer Service, Policy, customer experience  Tags: , ,   
Excuses Are Not A Customer Service Policy
On the weekend I caught up with friends for breakfast at a local cafĂ©. They had turned up earlier than me and already ordered. I sat down and ordered a coffee, and then had a look at the menu. It was from here that an almost comedic service routine started. I ... Continue Reading

Seizing a Sales Opportunity

Published By Ben Shute On Saturday, December 5th 2009. Under Best Practice, Customer Service, Online Business Niche, Online Sales Channels, Sales, Upselling, customer experience  Tags: , , , ,   
Seizing a Sales Opportunity
Yesterday I was shopping for my wife's birthday present, and was at the counter when I was asked if I had a Myer One card. I can't count the number of times I've been asked this question - it's the stock standard one that all Myer staff are required to ... Continue Reading

How Small Touches Make Big Differences

Published By Ben Shute On Friday, November 6th 2009. Under Best Practice, Marketing, Value Propositions, case studies, customer experience, product positioning  Tags: , , , , ,   
How Small Touches Make Big Differences
A few weeks ago I wrote about how you position your business to place you ahead of your competitors, using the coffee shop in my office foyer as an example. Today, I noticed something else they are doing that puts them ahead of the competiton. Pre-paid coffee cards. Nothing fancy, just a ... Continue Reading

Extend The Experience, Don’t Just Duplicate

Published By Ben Shute On Sunday, October 25th 2009. Under Best Practice, Customer Service, Online Reputation, customer experience  Tags: , , , , , ,   
Extend The Experience, Don’t Just Duplicate
If you are one of the many businesses that have decided to create an online sales channel, there is a good chance that you are already operating a bricks and mortar business. If you do, you need to make sure that your online experience extends your business and doesn't just ... Continue Reading