The State of Customer Service – A View from the Road

Customer Service from the Road

When you are out and about or even on vacation, do you observe the customer service you receive? What are your thoughts about the customer you receive every day?

I just spent the last seven weeks traveling in an RV with my wife visiting clients and prospects. Given what we do as a firm, I always pay attention to customer service I receive most anywhere. As we drove through the upper Midwest, I kept my eyes and ears open.  Here are some of my observations:


Brand Promises for Better Service Experiences

Better Service

Over the past month or so, Laura, my wife, and I have been traveling throughout the Midwest visiting clients and prospects.  The visits have been great, and it is always helpful to get out of the office and learn about the real issues in trying to create a better customer service experience.

One common refrain heard from the companies I met with is “our performance has stalled!  We don’t seem to be able to move the performance needle up” even after we have steps taken to improve processes including customer service training. 


The Hanging Customer and Other Lost Opportunities

Customer Lost Opportunities

Have you ever expressed interest in a product online but were never contacted by the company?

I recently visited a website seeking a specialty product for recreational vehicles.  (Since I travel a good deal by RV and am always looking for products that will make traveling easier or better in some way.) The website was very user-friendly, and I easily requested more information. I received an email indicating that all their products were sold through dealers, and a dealer in my area (without the name provided) would contact me soon.