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Nov29
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At my real estate blog, I've written about one of the reasons why there is such a high rate of foreclosures in the U.S. today. We're quick to blame homeowners for buying a home they couldn't afford in the first place, but I believe that their mortgage consultants are also partially at fault. I know many, many mortgage people who were just in it for the money and could really care less whether or not their clients could actually keep up their mortgage payment after the first couple months.  Well, one website that is gaining popularity is RealtyTrac which has become the source of information on foreclosures. This brings up this idea of being "the source" of information for customers. "The Source" is a phrase that has been brewing in my mind lately. One way that a business can become remarkable is to become the "source" - the place where everyone visits to get information that they can't find anywhere else.
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Nov29
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If you've been reading my blog for awhile, you know how much I adore marketing expert, Seth Godin. As I was browing YouTube last night, I came across this video of Godin giving a talk at a TED conference. It's...
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Fellow Know More Media author Bud Bilanchi of CareerSuperStar.com has another blog titled CommonSenseGuy.com where he shares some thoughts on the "we" relationships with customers. In this post Bilanchi cites a study that was conducted by PeopleMetrics. The study...
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Nov28
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Back in September I attended the Annual Call Center Exhibition in San Diego which I believe is an event anybody working in a call center should attend. The seminars were helpful and I learned so much from speakers like Steve...
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Russell Shaw shares some thoughts about the recent announcements of Vonage to integrate online chat for its customers and to help Skype customers keep their phone numbers. I give Vonage props for offering an easier way for customers to communicate...
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Offering free shipping is one way that online merchants get us to buy with them. I don't know about you, but when I shop online I tend to buy from companies who do offer free shipping as opposed to those...
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Nov27
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In response to my recent post about Northwest Airlines, Glenn Ross of Customer Service Experience says that before NWA can start to correct the customer service attitude of the company, it must first fix the company culture. Kim Shuford made a...
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Here's a great quote from Mike Sansone that I want to share: "It's Not About the Message You Want to Deliver,It's About the Conversations You Want to Have." We're a society that has been so obsessed by the numbers...
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Every year American Express (NYSE: AXP) opens up "My Wishlist", which gives AMEX holders the chance to buy these highly sought-after products at deep discounts. This year the Wishlist starts today and there are some real goodies up for grabs! ...
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Nov26
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With the holiday season here, tension can run high in many business environments. Everyone is trying to make money to buy gifts for the holiday season, the stores are busy, busy, and it seems like everything is in fast motion. ...
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Welcome to the November 26, 2007 edition of customer service carnivale! Again, I apologize that this carnivale was posted late. This edition should give you the boost you need to offer great service to your customers! Service Untitled...
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Nov25
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Last month I wrote a post titled, Voyager Cell Phone vs iPhone in which I questioned the customer service of Verizon and AT&T. Well, Susan Gunelius of Marketing Blurb tells us about the inconsistency of Verizon Wireless customer service. I...
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You've probably heard that saying, "A picture paints a thousand words". Well, in the world of customer service it's the smile that paints a thousand words. Here's a great post about the art of smiling that will hopefully inspire you...
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"Here is a simple but powerful rule - always give people more than what they expect to get." --Nelson BoswellLast year I wrote about my experience with San Diego cab companies and after watching this video of Shep Hyken tell...
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Here at Customers Are Always I often talk about building customer relationships. However, some of you may ask, Well, what is a customer relationship? Christopher Carfi of The Social Customer Manifesto shares with us his definition of "customer relationship" and...
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Nov23
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Why is it that customers allow retailers to make them feel uncomfortable? On this Black Friday I kept my sanity - unlike last year when I waited in line for two hours to shop in a store. I actually slept...
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During my recent trip to Las Vegas for BlogWorld, I decided to have brunch at the Courtyard by Marriott that is located right across the street from the Las Vegas Convention Center. Since I've been reading the book,The Spirit to...
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Nov21
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If I were ever to receive some blog award for this blog and I had to go up and make some kind of speech, I would have a long, long list of people to thank. Seriously, it would take up...
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Nov20
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Alex Frankel, a contributor to Fast Company Magazine, went on a journey into the trenches of retail and uncovered the philosophies and inner workings of major companies such as Gap, Starbucks, UPS, and the one company many of us love:...
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There's no doubt in my mind that the hot topic of conversation in the next few weeks will be airline and airport customer service. The weather and flight delays are a common recipe for tension, anger, and poor customer service. ...
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Nov19
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Mea Culpa! For some reason I thought I had scheduled the next Customer Service Carnivale over at Blog Carnival! I guess I should have figured something was wrong when I wasn't receiving any submissions in my email box, eh? Therefore,...
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Nov16
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It's Friday and that means we all could use some fun and laughter to end the work week. Here's a customer service video I came across that should give you a few chuckles... One of the takeaways that I...
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I don't usually condone "scripts" in customer service because I think every interaction with a customer should be natural. Have you ever talked to someone who sounded like they memorized their lines? It makes me feel like I'm talking to...
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I'm sure many of you know about the "Golden Rule". It states that you should treat others like you want to be treated. Don't you think this should be the first rule of customer service? But what exactly does it...
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Nov14
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Now that I've actually recuperated from my trip to Vegas for the BlogWorld Expo, I'm able to step back and see all the great relationships I formed during those two very short days that I was there. It's one thing...
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Here's a copy of the letter I sent to Mike Eskew which I talked about previously... Dear Mr. Eskew, I am a writer for a website/blog called CustomersAreAlways.com. This blog focuses on customer service and the experiences that customers have...
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When a customer calls, writes, or emails to make a complaint about your business, what do you do with that complaint? Do you blow it off claiming that the customer is psycho and you're perfect (I admit that I've done...
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Nov11
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My personal life was very eventful last week, so I apologize for the lack of posts. My family and friends tend to think of me as the go-to person whenever they need counseling and unfortunately that took it's toll on...
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Nov 6
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If you do any shopping online, buying a high-priced item like a TV, car, or even a home can be a challenge - especially if you're only visual are a couple pictures of the item on a web page. If you're...
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Nov 5
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Welcome to the Good Tips Edition of the customer service carnivale! It's going to a great day of learning how to establish lasting personal connections with people...Did you know that negotiationg is a skill that customer service reps should have? ...
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Nov 2
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Could Gailen David be the possible link to great customer service in the airline industry -- but more importantly, for American Airlines? David is a motivational speaker and trainer at American Airlines and the owner of The Sky Steward (website...
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Nov 1
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It's been awhile since I've participated in Blogtipping Day and since I've discovered some new and interesting blogs the past couple months, I think it would be nice to help spread some of that good knowledge around... Life in the...
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