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Customer Experience - beBee

Customer Experience

+ 100 buzzes
In this hive you can read and share articles about customer experience and how to raise the quality of it in your company.
  1. Federico 🐝 Álvarez San Martín
    ‪Customer Needs: The Key to Website Effectiveness
    Federico 🐝 Álvarez San Martín
    Customer Needs: The Key to Website Effectiveness - The Good
    thegood.com Aligning your website with customer needs is the single best way to stand out from your competition and to drive more revenues and...
  2. ProducerJohn Vargo

    John Vargo

    Creating Customized Customer Experiences
    Creating Customized Customer ExperiencesHenry Ford, the founder of the Ford Motor Company, wrote in his autobiography that “any customer can have a car painted any color that he wants as long as it is black.” This statement is an often repeated mantra by businesses that expect to be able...
  3. George Touryliov
    Customer loyalty can be like chasing a unicorn - magical, mythical and seemingly out of reach. Read how a top-notch service experience can earn your customer's loyalty.
    George Touryliov
    Field Service News – Customer Experience | Field Service Matters Blog
    www.fieldservicematters.com At many organizations, gaining customer loyalty is like chasing a unicorn - but it's possible to achieve. Learn how service teams can get...
  4. ProducerRay Stasieczko

    Ray Stasieczko

    A customers' Experience is what determines their Satisfaction
    A customers' Experience is what determines their Satisfaction The old days of vendor complacency based on relationships are over. Today customers put more value on their Experiences, not only from the things they buy but those they engage to buy them. In a fast moving digital world, our customers can determine...


    Harvey Lloyd
    10/05/2017 #1 Harvey Lloyd
    Not only relevant but crucial in today's marketplace. If we believe that our opinions formed long ago about the customer apply today we will be suffering through many challenges in competition.
  5. Susana López

    Susana López

    Who Wins – Brand Or Customer Experience?
    Susana López
    Who Wins - Brand Or Customer Experience? |
    beyondphilosophy.com In the six years since this study, the advertising and marketing world has changed significantly. Who Wins - Brand Customer...
  6. George Touryliov
    Technology allows us to take those kinds of experiences anywhere, to use anytime. Brands that harness this power effectively can build emotional connections with customers that they will carry with them forever.
    George Touryliov
    Where in the Customer’s Journey is the Best Time to Incorporate VR?
  7. Susana López

    Susana López

    How to create a better Customer (and) Employee Experience - By Shep Hyken
    Susana López
    How to create a better Customer (and) Employee Experience - By Shep Hyken
    www.effectly.com Who is responsible for customer experience? Employees who take pride in the company not only deliver good customer service, but they are also a benefit to...
  8. ProducerMikkie Mills

    Mikkie Mills

    Best Practices to Improve Your Customer Service
    Best Practices to Improve Your Customer ServiceMany companies across all industries have problems with customer service. They simply don’t provide it in the right way, and this is good news for those who do. Great customer service is the responsibility of everyone in the organization. If done...
  9. George Touryliov
    Today’s post highlights three popular methods for encouraging customer conversations (surveys, informational notes, and two-way messages), and gives examples for how to approach each through desktop, mobile web, and mobile app experiences. Let’s begin!
    George Touryliov
    How To Drive Great Customer Conversations Across All Devices
    www.business2community.com As people become more mobile and integrate a variety of devices into their day-to-day plans, customer conversations have changed. Customers expect their interaction with brands they love to be the...
  10. ProducerJacob Molz

    Jacob Molz

    How to Be Your Country's Least Favorite Property
    How to Be Your Country's Least Favorite Property“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”According to Vasel’s article,...
  11. George Touryliov
    Businesses that take a proactive approach to customer success anticipate needs and offer help instead of waiting to be asked. Take these 5 proactive steps to improve customer satisfaction & loyalty.
    George Touryliov
    Five Ways SaaS Companies Can Achieve Proactive Customer Success
    www.marketingprofs.com Businesses that take a proactive approach to customer success anticipate needs and offer help instead of waiting to be asked. Take these 5 proactive steps to improve customer satisfaction &...
  12. George Touryliov
    Customer experience and customer centricity are hot topics right now. Most of the talk is about why and how you should embrace CX. But would you like to know what the quantified business benefits are? Then this article is for you. It is a selection of customer experience statistics and their sources from around the world for you to answer that question authoritatively.
    George Touryliov
    16 Must-Know Customer Experience (CX) Statistics and what they mean for Your Business. | CustomerThink
  13. George Touryliov
    Understanding customers on a personal level is key to growing and retaining business. Spread customer success throughout and organization to build brand advocacy and customer advocates. How are you recognizing customers as people, not logos?
    George Touryliov
    Recognizing Customers As People, Not Logos
    www.business2community.com Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience....
  14. ProducerAri Kopoulos

    Ari Kopoulos

    The Connected Customer
    The Connected CustomerIt’s highly unlikely Ennion awoke that morning 2,000 years ago with the determined zeal to be game-changer. Little did he expect, that today’s marketing gurus would celebrate him as the world’s First Brand Manager.More likely, the ancient Roman...


    Savvy Raj
    19/04/2017 #11 Savvy Raj
    Great insights on human behaviour and its impacts on marketing continuum in the age of ever Savvy customer. Appreciate the amalgamation in the integration towords a greater humane connect.... a subject close to my heart .Thank you@Ali 🐝 Anani, Brand Ambassador @beBee View more
    Great insights on human behaviour and its impacts on marketing continuum in the age of ever Savvy customer. Appreciate the amalgamation in the integration towords a greater humane connect.... a subject close to my heart .Thank you@Ali 🐝 Anani, Brand Ambassador @beBee for bringing me to this very relevant buzz . Close
    Ari Kopoulos
    19/04/2017 #10 Ari Kopoulos
    @CityVP 🐝 Manjit as always your distillations are epic...! #6
    Ari Kopoulos
    19/04/2017 #9 Ari Kopoulos
    Such a simple rule...treat them like human thank you @🐝 Fatima G. Williams #3
    Ari Kopoulos
    19/04/2017 #8 Ari Kopoulos
    Thank you Ali... Appreciate your kind words but I love the resonance of our ideas! #2
    Ari Kopoulos
    19/04/2017 #7 Ari Kopoulos
    #1 Cheers David...Insanely obsessed about the customer we are!
    CityVP 🐝 Manjit
    15/04/2017 #6 CityVP 🐝 Manjit
    My starting point is the human being, the human being who happens to be a customer, the human being who happens to be an employee, the human being who happens to be a leader. For Marshall McLuhan, what people forget is that his work served as a warning to human beings about the effects of being extended in the electronic age.

    The buzz "The Connected Customer" is great, it is rich with detail and perspective and the central focus of it is the changing dynamic and power that customers can wield. If this created a greater humility in how marketers view human beings, so far I don't see it. Instead I see the very warning McLuhan laid out and how our nervous system is being extended and how data scientists and neuroscientists etc coupled with technologists provide this arsenal of big data and invasive means of cutting through privacy, to the point where it is hard to argue with Mark Zuckerberg that there is essentially no privacy.

    The connected customer is a reality and it is a reality we should all take seriously because network intelligence needs to be understood, but so does McLuhan's warning otherwise we turn McLuhan into what Wired turned him into, the High Priest of the new Global Village. McLuhan did not intend the word "Global Village" to have a positive connotation and this is where the most ironic media is his appearance with Woody Allen and this clip is priceless :-)

    Woody Allen featuring Marshall McLuhan

    Once we understand network intelligence and the effects of the extended nervous system - suddenly I become a human being again and when I am cognoscente of that I become the very kind of customers that traditional marketers should rightly fear :-)
    Ali 🐝 Anani, Brand Ambassador @beBee
    15/04/2017 #5 Ali 🐝 Anani, Brand Ambassador @beBee
    TO be AMbassador for beBee is grand on ts own my dear friend @🐝 Fatima G. Williams
    🐝 Fatima G. Williams
    15/04/2017 #4 🐝 Fatima G. Williams
    @Ali 🐝 Anani, Brand Ambassador @beBee You name says Grand Ambassador and sounds very Grand like the knowledge you share and yourself. ☺☺☺🤗🤗🐝🐝
    🐝 Fatima G. Williams
    15/04/2017 #3 🐝 Fatima G. Williams
    @Ari Kopoulos This is an excellent buzz on the connected customer. Being in the customer service industry, I've always worked with customer's by putting myself in their shoes and treating them as humans and not as numbers.
    The information you share on the study and your reflections throw alot of light on engaged employee being vital to enriching the customer experience. Social media/technology has brought has closer to the customer than never before an opportunity to understand our customer's need and vice versa. Thank you @Ali 🐝 Anani, Brand Ambassador @beBeeanani for tagging me to this discussion.
    Ali 🐝 Anani, Brand Ambassador @beBee
    15/04/2017 #2 Ali 🐝 Anani, Brand Ambassador @beBee
    @Ari Kopoulos- I surely shall visit this buzz repeatedly because it is worthy, The title attracted my eye because it relates very strongly with my last buzz here on Friction of Ideas:
    I surely would love your comment on my buzz and you shall find that in it I offer a wave starting first with CONNECT with your customer. @Savvy Raj wrote almost on same topic in her buzz "https://www.bebee.com/producer/@savvy-raj/wisdom-of-change". In her Wisdom of Change Savvy has some challenging perspectives. There is also one more challenge for her as you wrote ARi in your buzz "Savvy Customers Expect Made-to-Measure Sales Experiences".
    I invite @🐝 Fatima G. Williams, who also wrote a buzz with similar challenging idea to engage in this discussion. Her buss: Don't try to micro Manage yourself
    is a sure joy to read. This urges me to invite also @CityVP 🐝 Manjit to the "discussion meal"
    I enjoyed reading this buzz immensely.
    David B. Grinberg
    15/04/2017 #1 David B. Grinberg
    What a wonderful buzz, Ari! I've shared this in three hives: "Customer Service" and "Customer Experience" and "Technology." Nicely done!
    cc: @Javier 🐝 beBee @John White, MBA
  15. ProducerAli 🐝 Anani, Brand Ambassador @beBee
    Friction of Ideas
    Friction of IdeasFatima G. Williams wrote recently a thought-provoking buzz, which attracted very interesting discussions. I suggested the acronym of KUBE Loop to Fatima, which she accepted. This loop basically says the following summarizing the thoughts of...


    Ali 🐝 Anani, Brand Ambassador @beBee
    17/04/2017 #52 Ali 🐝 Anani, Brand Ambassador @beBee
    #51 I truly wonder like you @Jean L. Serio CPC, CeMA and may be you wish too share your experience
    Jean L. Serio CPC, CeMA
    17/04/2017 #51 Jean L. Serio CPC, CeMA
    Am I missing something here? Or do we not perform valuable research to discover whether what we have in mind can work at all.
    🐝 Fatima G. Williams
    16/04/2017 #50 🐝 Fatima G. Williams
    #27 Beautifully said Sara. I concur with this. As I associate the self-trusting I in everything I do. This needs to be the core :) Thank you for drawing my attention to this is comment.
    Sara Jacobovici
    16/04/2017 #49 Sara Jacobovici
    #40 Please see #27. Thanks.
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #47 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #46 good and the moment your buzz is ready, you keep me informed, I am curious now! @Ali 🐝 Anani, Brand Ambassador @beBee
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #46 Ali 🐝 Anani, Brand Ambassador @beBee
    #45 I am in red of blushes now
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #45 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #44 just do it @Ali 🐝 Anani, Brand Ambassador @beBee, what are you waiting for? I look forward to your yellow creation!
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #44 Ali 🐝 Anani, Brand Ambassador @beBee
    You bring a new buzz idea "The colors of comments". What color would you give a comment? This is communication in colors. How about this idea @Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #43 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #42 sending you yellow sunlight for that charming answer @Ali 🐝 Anani, Brand Ambassador @beBee
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #42 Ali 🐝 Anani, Brand Ambassador @beBee
    #41 You know your way out @Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.- I give you the yellow color of creative answering
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #41 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #39 separation of couples @Ali 🐝 Anani, Brand Ambassador @beBee green when both are better of apart, red when love never really left.
    🐝 Fatima G. Williams
    16/04/2017 #40 🐝 Fatima G. Williams
    #26 @Sara Jacobovici I look forward to reading it. Happy Easter Sunday to you and your family :)
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #39 Ali 🐝 Anani, Brand Ambassador @beBee
    #38 Having just commented on your lovely buzz Rock and Roll I am not surprised @Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.. What color would you give to separation of couples?
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #38 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #37 I would decorate them with red lipstick ;-) that color has something special ;-).
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #37 Ali 🐝 Anani, Brand Ambassador @beBee
    #36 I wonder what colors you choose for your eggs!!!!
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #36 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    #35 well it is Sunday @Ali 🐝 Anani, Brand Ambassador @beBee, first look for all the delicious Easter eggs ;-).
    Ali 🐝 Anani, Brand Ambassador @beBee
    16/04/2017 #35 Ali 🐝 Anani, Brand Ambassador @beBee
    Thank you dear @Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc. and I wish you too happy holidays. I know yoy published a buzz and I shall read later today.
    Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    16/04/2017 #34 Liesbeth Leysen, MSc. Brand Ambassador beBee, Inc.
    happy to read that, joyful Easter to you and your family @Ali 🐝 Anani, Brand Ambassador @beBee
  16. George Touryliov
    Customers are looking for personalized experiences, and retail brands that fail to provide those experiences are losing out big time and revenue, says an infographic released by TimeTrade. To see more about personalized experiences and the State of Retail in 2017, check out the infographic below -
    George Touryliov
    Personalize Your Shoppers' Retail Experiences [Infographic]
    www.marketingprofs.com Retailers that provide stellar customer experiences increase revenue, research about the state of retail in 2017 shows. See how personalized retail customer experiences can help your bottom...
  17. George Touryliov
    AI won’t replace human service, but must complement it for the best customer experience, writes CSIA CEO Anouche Newman in this guest post for the Salesforce blog -
    George Touryliov
    State of Service report: Customer first, AI second
    sforce.co The latest State of Service report reveals the importance of CX over time-to-resolution as a measure of success, and that AI is key to improving...
  18. George Touryliov
    According to a Forrester report, only 27 % of buyers find salespeople are knowledgeable about the buyer's specific business, meaning an astounding 73 % of buyers don't think salespeople understand their company's needs. This is a problem. Read to find out more -
    George Touryliov
    Sales Reps: How Well Do You Really Know Your Current Customers?
    www.linkedin.com "Relationships are Everything" Here's the bottom line... customer experience matters more now than ever before and sales reps who don’t adapt to...
  19. ProducerTapiwa Matthew Mutisi
    Customer Service: Are Customers Being Given Too Much Power?
    Customer Service: Are Customers Being Given Too Much Power?Are customers being given too much power? Much more, in today’s world of customers empowered by social media. The customer is not always right but does it really matter? The customer is usually wrong; but statistics indicate that it doesn’t pay to...
  20. ProducerCandice 🐝 Galek
    Customer Experience Anyone?
    Customer Experience Anyone?Now that I have your attention! There's an old adage that the customer is always right. But that's all it is: a saying.The truth is that the customer isn't always right. Running my own e-commerce company has taught me that it's especially important...


    Harvey Lloyd
    07/01/2017 #16 Harvey Lloyd
    I have always found that first contact was everything. No the customer isn't always right and they tend to think that the higher the emotion the better customer service outcome. If first contact is someone who gets drawn into the conversation and rides the emotional wave, then we have two problems. The original complaint and the emotional explosion that the customer feels they should get even more.

    I don't like getting bit by the dog anymore than most. But beating the dog will not get me to the point of selling more dog food. Emotional anger has a fuel tank. It will expend itself quickly by just just listening. Through respectful language we can poke holes in the tank itself.

    The one i have used so often with great effectiveness, ask the customer to become part of the solution. The standard line is, "If we could satisfy your issues today what would that look like for you?" Their are many other ways to engage the customer in the solution. I often find when customer service issues hit my desk is that no one asked what the customer wanted. Simple but once the emotions start we tend to forget the basic questions.

    A customer is no longer a customer when they make it personal. A frustrated customer with your product or service is a convert waiting happen. A customer that is personally attacking you is a customer you don't need. When possible, in the past, i would refund them their money and take the item back and show them my competitors products. They need the new customer.
    debasish majumder
    06/01/2017 #14 debasish majumder
    but i guess, if customers are wrong they are not responsible. it is the company who are tend to deliver false promises, inducing customers to go berserk. however relevant post indeed @Candice Galek! enjoyed read. thank you for the share madam.
    Mohammed Sultan
    06/01/2017 #13 Mohammed Sultan
    Two things any CEO should consider if he or she wants to add value ,give and receive value.First The CEO should understand that employees are doing many things for one big thing ;winning and keeping customers.The true CEO should be able to differentiate people and tasks and handle them in different situations.Second,Keeping the balance of his or her title(CEO),C for Customers, E for employees,and O for owners and meeting the demands of these 3 stakeholders will to great extent determine the CEO work style and prove his or her value.
    Franci🐝Eugenia Hoffman
    06/01/2017 #12 Franci🐝Eugenia Hoffman
    Attention getting picture, indeed! Customer service can make or break an organization because people do remember how they were treated. Good points made in the article because customers can be disrespectful and rude. When I worked in a call center, all calls were recorded, which was stated at the beginning of the call. We also documented the call in order to have a written account. The procedures worked well protecting the employee and the customer when needed.
    Richard Buse
    06/01/2017 #11 Richard Buse
    @Candice 🐝 Galek. Spot on! Thanks for sharing this. Southwest Airlines enjoys a well-earned reputation for providing excellent customer service, but founder and former CEO Herb Kelleher emphasized that Southwest employees were more important than customers. As I recall, he also personally responded - in blunt language - to those whose behaviors or complaints far exceeded standards for appropriateness.
    Kevin Baker
    06/01/2017 #9 Kevin Baker
    Having the courage to be vulnerable is a trustworthy intention.
    Elizabeth Shubsda, MBA, RD
    06/01/2017 #8 Elizabeth Shubsda, MBA, RD
    The unusual picture worked. I went to Inc and read the rest of your piece. Good attention grabber.
    Jesse Angeles
    06/01/2017 #7 Jesse Angeles
    @Candice 🐝 Galek I love this type of honey. Customers are king fir our businesses to grow. It's when we seem needy that invites this type of behavior from those who just love the "what else can I get" mentally. Great buzz. Looking forward to more
    Praveen Raj Gullepalli
    06/01/2017 #5 Praveen Raj Gullepalli
    Ahh! Candice made me click out of the page right in the middle of a read to get the full buzz! ;) :) I usually get to see links out at the end of the honey. That said, regardless of how a customer behaves at the POS, if you take a stance against him, it will get everyone else on the defensive. If you do so over emails, then the customer is always at a disadvantage. You can always quote fine print and get away. Heck, some ecom folks don't even respond! It is not without due consideration and experiences that the customer is always right paradigm was arrived at. In the long run believing the customer is always best. There are difficult customers sure. But exceptions never make the rule. And that's where the CRM folks need to really show results and not just try to persuade folks on the floor into impulse shopping. One disgruntled customer who is convinced about his righteous indignation can do more damage than we can imagine! Like @Phil Friedman so lucidly and practically (as always) expressed, we need to fulfil promises made...the aftermarket has to justify the presales pitch ;)
    Bill Stankiewicz, 🐝 Brand Ambassador
    06/01/2017 #3 Bill Stankiewicz, 🐝 Brand Ambassador
    LOL !!! MAMA MIA !!!!! I hope that the item will not make a fart & pass gas, Great to use at Military Conferences/Expos, can use entrance to test out gas masks, see this link for advertisers: http://www.approvedgasmasks.com/
    Devesh 🐝 Bhatt
    06/01/2017 #2 Devesh 🐝 Bhatt
    Phil Friedman
    06/01/2017 #1 Phil Friedman
    Customers aren't always right, @Candice 🐝 Galek, except in one respect: Customers have a right to expect merchandise and service commensurate with what they are paying for. The have a right to expect to get what they were promised (including what was promised by your marketing and advertising honchos). They have a right to receive what they ordered and paid for on a timely basis in accord with the promised schedule. And they have a right to expect that, in the event of a problem, your customer service people do not suck up hours of the customer's valuable time whilst trying to sort out a failure on the part of your company. Most of all, customers have a right to expect Customer Service not the BS of Customer Relations Management. https://www.bebee.com/producer/@friedman-phil/customer-relations-management-versus-customer-service . IMHO, of course, Candice. :-)
  21. George Touryliov
    Silver bullet for business performance? Yes, customer culture is it! Customer culture strength significantly enhances all the shiny objects’ potency. Alone, none of the buzzword techniques can do the whole job. In harmony with customer culture strength, your organization can take on a firm leadership role in driving sustained growth in all business performance measures. Reaad on for more -
    George Touryliov
    3 Ultimate Factors of Business Performance
    www.business2community.com Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these...
  22. George Touryliov
    Tune into the webinar below to learn more about the importance of customer experience, engagement, and service. And be sure to note some strategies for customer experience improvement. No Registration needed -
    George Touryliov
    Improve Your Bottom Line With Better Customer Experience
    www.clicksoftware.com In this webinar, Sumair Dutta and Jim Delande discuss the importance of customer experience in field service, from a B2B and B2C...
  23. ProducerRod Loader

    Rod Loader

    Lemons and Customer Service
    Lemons and Customer ServiceI hoped for the best but expected the norm.I had dialled the number to order take out. The woman answering the call was pleasant, patient and helpful. She repeated my order in confirmation and told me “It will be ready for pickup in fifteen...


    Rod Loader
    29/03/2017 #16 Rod Loader
    That's not what you tell Disney. It would be more like "Adults who what to enjoy the freedom of childhood, in the company of other adults." Or something like that. ;-) #15
    Brian McKenzie
    29/03/2017 #15 Brian McKenzie
    @Rod Loader Grumpy adults that don't like kids ain't nobody's target market
    Rod Loader
    29/03/2017 #14 Rod Loader
    I wonder if anyone has ever suggested that to Disney, @Brian McKenzie #12
    Rod Loader
    29/03/2017 #13 Rod Loader
    I agree completely. When our income is based on how much our customers enjoy their time at our business, there is no excuse to greet customers with a sour face. #8
    Brian McKenzie
    29/03/2017 #12 Brian McKenzie
    #10 I would so pay extra for an All Adult Day - Kid Free Experience at Disney. - Hey, we all have our dreams.
    Rod Loader
    29/03/2017 #11 Rod Loader
    The fact that they created 'secret' passages to do this speaks volumes about their level of customer service. #10
    Wayne Yoshida
    29/03/2017 #10 Wayne Yoshida
    #3 Yes - they pop up really fast because there are "secret" passageways and tunnels behind the scenes all over The Park. (I worked at Disneyland for a number of years in different capacities, including burger flipper ("Culinary Host") and graveyard shift custodian.)
    Krishta-Gay Lewis
    29/03/2017 #9 Krishta-Gay Lewis
    Customer service is key - the manager in this post would do well with some training. Nothing beats service with a smile!
    Krishta-Gay Lewis
    29/03/2017 #8 Krishta-Gay Lewis
    @Rod Loader This is a pet peeve of mine. I always say "If you can't do service with a smile, don't go into the service industry." There are some businesses that service with a smile is a given or else you lose my business. Food is at the top of the list! Service without a smile from a restaurant means you don't want my business.
    I recently stopped going to a local restaurant because of bad customer service. I kept going back because the food was good but one day the service from a particular waitress was really bad so, naturally, I haven't been back since. I was at my local spa doing my nails when the owner and I was talking about customer service and she was saying she likes the way I am open and honest about customer service, not only to her but to her staff. I told her about my experience with the waitress at the restaurant and she said, "You should have spoken with the owner." I told her I spoke with the manager and that should be good enough. She explained that speaking to the owner is better because they have everything to lose; the manager, cashier, waitress, etc. can always move on to another job, but for the owner, they have lost their business and may be left with expenses difficult to pay off. I thought about it and felt a little guilty because I never thought about it from that angle. Later that day, I got a call from the owner apologizing for the experience and was offered a complementary meal. I say this to say, I am saddening and appalled by this owner you have described. It appears he doesn't have a vested interest in his business. I hope he has really good staff to help balance his behavior. SMH!
    Rod Loader
    10/03/2017 #7 Rod Loader
    It does 'sour' the relationship (sorry, couldn't help myself). I know customer service can, at times, be very challenging, but seriously, even a little effort is better than being a 'Lemon'.#6
    Laura Mikolaitis
    09/03/2017 #6 Laura Mikolaitis
    Actions speak louder than words. You can claim to be the best this or that, but unless you back it up by actions then it can be mere lip service. I used to work in Customer Service. It isn't an easy job, but I actually enjoyed it. Although in general, I like people and I enjoy relationship building so it worked for me. But you're right @Rod Loader if you come up against someone who is a lemon it can certainly sour the experience. And when I've come up against them, I think twice before going back.

    On the other hand, when I've experienced good customer service it keeps me coming back. And I'll go out of my way to go to a particular place in that case.

    Thanks for sharing your experience.
    Brian McKenzie
    09/03/2017 #5 Brian McKenzie
    #4 their grounds staff kept me sane in the land of toddlers and strollers !
    Rod Loader
    09/03/2017 #4 Rod Loader
    It's interesting that you bring up Disney, @Brian McKenzie. My next Customer Service post is about Disney.#3
    Brian McKenzie
    09/03/2017 #3 Brian McKenzie
    Disney goes out of their way to train janitors, street sweepers and general staff that they are members of the Acting cast as well. While you may never see Mickey Mouse - a grounds worker is seemingly always near.
    Rod Loader
    09/03/2017 #2 Rod Loader
    Thanks @Wayne Yoshida. I remember the saying "We don't get a second chance at a first impression."

    I think most people outside Australia will have to Google Chicko Roll. It is a very nice snack which has been around since the early 70's. #1
    Wayne Yoshida
    09/03/2017 #1 Wayne Yoshida
    Excellent example of "first impression" importance, @Rod Loader.

    I had to Google Chiko Roll. Thanks. Yumm.

    At first I thought it was a commercial brand name for "Scotch Egg" but I have no idea why. Maybe because it's another snack-able item we don't have in the USA?
  24. ProducerJacob Molz

    Jacob Molz

    What If Tom Brady's Stolen Jersey Was Just Lost?
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    How to Improve Customer Experience in Field Services Organizations
    Join us for a free informative 45 minute webinar hosted by PeopleMetrics.
    April 27, 2017 | 11:00am EST or 2:00pm EST
    Register Now - http://bit.ly/2nm6X1Q
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