Steve Martorano

Because of the customer…

On a recent visit to a UPS store, while we were having some packages shipped, I noticed a little saying that was prominently posted near the cash register. I asked the owner if she would share it with me, and she did. See if...

The customer satisfaction mission is not necessarily impossible

Daily ingenuity wins every time. The old "Mission: Impossible" TV show was a great standard that has since grown into the multi-million dollar movie franchise with Tom Cruise as Ethan Hunt. What was cool about the old TV show was that, while every mission was…

Overcoming challenges: What are you made of?

Your level of character, and mine, and our ability to handle difficult situations, comes through the challenges we face. This is where the rubber meets the road, where we find out what we're made of. "The question is, what have you learned, and what...

One way to please customers…and more.

The most important attitude adjustment you ever make will be the one you make today, in yourself. Your attitude today will define how you act, and how you act will define what you do, and what you do will define what gets done, and...

An interview with Shep Hyken: Creating “Moments of Magic” with Customers

Best-selling author and speaker Shep Hyken (www.hyken.com) was gracious enough to take some time out of his busy schedule to spend some time sharing some amazing insights about how to go about creating "Moments of Magic" with customers. Shep is the author of...

Customer unsatisfaction: Promises in a “perfect world”

If it's true that customers are happier when promises are kept and expectations are exceeded (and it is), then the opposite is also true: break a promise and customers become (rightfully) angry, and the company loses credibility. How is it that appointments get missed,...

What does your customer see?

Most businesses I frequent in my daily travels will be experiences "as expected," with no surprises or unusual situations to draw attention to carelessness. However, every now and then, I'll hit a glitch in the basics. While something minor may be noticed by...

4 tips for truly helping customers

In your own life as a consumer, how many times have you encountered a customer service nightmare, where you felt as if there was no one around to give you any assistance or direction? At a recent conference with a representative for Ace Hardware, I...

Benefits of “linking” the customer experience

If you have any experience working with spreadsheets or hyper text in web documents, then you understand the power of linking information from one place to another, and the benefits that can be derived from allowing people to follow information "trails" so they can...

True believers only, please

One of the challenges of any industry is to maintain a level of consistency that customers have come to expect, but at the same time find ways to introduce new products and services without compromising successful business practices. This keeps items fresh and updated,...

Beware the Customer Service Absolutes

It's not unusual to come across all sorts of all-inclusive statements that drive customer expectations about business products and services. When a business puts out a marketing statement to lure in new customers, they had better be able to deliver on it. On a...

How the List from Hell can help you provide Heavenly Service

Unbelievably, customer expectations are through the roof, across industry lines. People are expecting to have immediate resolution gratification, and do you know why? I finally found out who to blame: it's all because of Taco Bell. "What?" I hear you say incredulously. "How can Taco...

How to provide exceptional customer service

How good are you at anticipating your customers' needs? Is this even possible? More often than not, there are stories of how this opportunity is missed, rather than accomplished. Derek Stockley, (http://derekstockley.com.au), a trainer and performance consultant, relates a story along these lines from an...

4 benefits of creating redundancy in customer services

In order to perform the ever-necessary balancing act between costs and service, it becomes necessary to evaluate the most efficient practices to ensure the company is creating maximum customer satisfaction with minimal cost impact. One of the best ways to do that is to...

4 ways to help your brand become a verb (or a noun)

I was driving behind a FedEx truck this morning it occurred to me how some brands become the thing that they do. Using FedEx as an example, simply put, they are in the overnight shipping business. So if you have a document or package...

2 ways to build strong customer relationships

"Customer satisfaction is achieved when a customer becomes convinced through your performance that the value he enjoys from your goods and services exceeds all other options, and that his business with you is important to you and is appreciated." - Henry M....

The secret to increasing customer satisfaction

Any of you who have ever visited a Home Depot on a regular basis may appreciate today's insight. In the course of remodeling work and improvements in my home over the years, I have established a love-hate relationship with the Home Depot. ...

Sometimes customers just don’t know until after the fact

Sometimes customers don't know what they want until after they purchase. Sounds crazy, doesn't it? Let me share an example from a recent purchase in our home. Our microwave oven had finally given up the ghost, and it was time for us to replace it....

How these two principles assure customer satisfaction every time

"Many players come to the market with a 'monopoly mindset.' They think they know what's best for customers, even without asking them. MCI knows that what customers want is important. We know how to find out what they want, and we have the resources...

Who really creates your brand?

Since I am involved in the homebuilding industry, our company has a very public and ongoing record of how well our past product is performing. Perhaps your products are not as long-lived as a home, or perhaps they have a greater potential for survivability,...

New Posts