The Greatest Ten-Second Customer Retention Tip

The Greatest Ten-Second Customer Retention Tip

By Mark Landiak

September 16, 2015 – In my book Customer Service Isn't A Department... It's You!, I discuss how individual effort and performance in the customer service arena is a reflection of an entire department and organization. How we act and react will impact how our customers feel about our company. When it comes to customer service, we are all our own franchise. This is magnified in the context of our growing social economy and consumer review environment. It's an individual responsibility to take on a sense of pride in service to others.

As we've said before in prior entries, customer service is the differentiator in wireless. Everyone has devices. Everyone has value plans. Everyone has accessories. Your skill and desire to go the extra mile (and then some) in guaranteeing the customer an incredible experience must be unparalleled. Your customer should walk out of your wireless store feeling special.

Ten Great Questions for Running a Wireless Customer Satisfaction Check

Ten Great Questions for Running a Wireless Customer Satisfaction Check

By Mark Landiak

September 2, 2015 – How do you know your wireless customers are satisfied? Do they tell you? How do you follow up on customer experience and customer satisfaction?

In my book Customer Service Isn't A Department... It's You!, I discuss how customer satisfaction and subsequent retention relies on going above and beyond at the individual level. Customers that leave your store feeling anything less than wowed by the service you provide are at risk of leaving you for the competition. While dissatisfaction is an obvious hazard (and likely indicative of great problems), Indifference in and of itself is also actually dangerous. Indifference (neither being wowed nor disappointed by service) is a potential pitfall because customers won't care who they buy from and will be susceptible to the next best deal that walks in the door.

Your service needs to stand out. What's more: you need to collect data that can prove it stands out.