Back to the Importance of Consistency in Customer Service

In several recent posts, we have talked about the importance of consistency in customer service.  While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time.  This time, I will add a few statistics that reinforce the value of consistency.


The Power of Communication in the Customer Service Experience

I live in Charlotte, NC and am right in the middle of a snow and ice storm that seldom occurs in this part of the world.  While it does disrupt the normal work week it did provide some quiet time at home to work and not be distracted by a phone call or other interruptions.


Process, Culture and Little Things: They All Matter to the Customer Experience

Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado.  I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever.  At one point in the presentation, I asked participants to share recent personal service experiences, both positive and negative. 


Two Important Lessons Learned in Customer Service

To explain these lessons, we need to tell you a little about our business.  We provide services to business-to-business companies designed to help them measure, manage, and improve customer service.  Typical clients include distributors of construction and power systems equipment (Caterpillar), large material handling companies, and manufacturers such as AGCO Corporation and Okuma North America, among others. 


The Power of Thank You in The Customer Service Experience

A recent unexpected experience in customer service made me think about the power of a “thank you.” A few days ago, my wife purchased a slightly used car from CarMax.  We had an 11-year-old car with more than 150,000 miles on it that needed to go.  She found a car she liked and traded in the old car and purchased a new Odyssey (yes, our grown children think it is disgusting that we still have a minivan). 


Business, books, blogs, and not customer service.

We typically focus our blogs on something to do directly with customer service.  This week, and in selected weeks in the future, we will change it up a bit and talk about books that offer useful insights into business and are truly worth reading.  For this post, I want to offer one that I consider truly worth reading.  The book is The Three Rules:  How Exceptional Companies Think.  It is by Michael Raynor and Mumtaz Ahmed.  Raynor is a coauthor of The Innovator’s Solution (Clayton Christensen is the author).  Ahmed is the chief strategy officer for Deloitte.