Steve Martorano
Steve Martorano
Steve has been on the front lines with customers for over 25 years. He is currently Director of Customer Services for Polygon Northwest, a real estate developer in both the Seattle and Portland markets. Steve is also the creator of ThinkCustomerSatisfaction.com, an online resource designed to provide insights and training to customer professionals across many industries.
2 simple ways to help customers remember what’s needed
Recently returning from the North American Conference on Customer Management in Orlando, I had the "pleasure" of having a layover in the Atlanta airport...
3 things that all customers want
The best principles of customer satisfaction transcend industry distinctions because, as I've said many times, customers are people, and people act and react in...
Communicating a sense of fun to your customers brings results to the bottom line
"Try taking yourself and your business less seriously. You may be surprised that many others will take you more seriously." - Richard Branson, Founder,...
(Part 2) Customer Experience: Interview with Janet LeBlanc
About our guest: Janet LeBlanc is an internationally recognized expert in customer value and experience management with award-winning results in driving transformational change. She was...
(Part 1) Customer Experience: Interview with Janet LeBlanc
About our guest: Janet LeBlanc is an internationally recognized expert in customer value and experience management with award-winning results in driving transformational change. She was...
Why “instantaneous” service may not be the best way to satisfy customers
I was cruising around the web this morning looking at weather sites when I came across a website that not only allows you to...
4 lessons from The Helpful Mechanic: a true story
The "check engine" light turned on just as the woman was about to get onto the freeway. "Well, I'm close enough to town,...
Satisfying customers is as easy as finding your flashlight
In our household, I am famous for having a hard time passing up an opportunity to buy an inexpensive flashlight so we can have...
3 requirements for satisfying your customers
"I believe you have attained 'customer satisfaction' when customers return to your store because they want to, not because they have to." - Richard...
3 ways of “switching gears” to satisfy customers
"Poker situations are dynamic, changing events, and you should be mentally focused and mentally flexible enough to continuously respond with the correct, and often...
4 steps to establishing fairness with your customers
"In my career, I've not met many customers who got out of bed in the morning with the thought that 'today I'm going to...
The one necessary thing for customer satisfaction and loyalty
"It's a matter of trust, It's always been a matter of trust" - Billy Joel When it comes right down to it, trust is the…
3 benefits of maintaining a sense of order in your business
Most people like to do spring cleaning; I, apparently, am a fall cleaner. On a recent weekend, I took a deep breath and...
Simple steps that are guaranteed to keep customers loyal
"The ones that give, get back in kind." - Pam Durban You may have heard of Jack Canfield, Mark Victor Hansen, and Les Hewitt from...
What is a Verbal Icon, and how can your customers benefit from it?
"Our job is all about putting smiles on the faces of children who play with our toys and games." - Allen G....
What can a battery charger can teach you about your business practices?
"The greatest results in life are usually attained by simple means and the exercise of ordinary qualities. These may for the most part be...
One cool method for setting the “tone” of your customer relations
I hate commercials on the radio. I will change stations just to avoid having to listen to a commercial break. But you...
How to capitalize on your strengths; that’s what they’re there for.
"Know your strengths and take advantage of them." - Greg Norman One of the keys of efficiency is that of leverage; using a weighted approach...
3 “secret” customer lessons from the local bakery
My wife and I will typically shop for bread products at a local Franz bakery outlet instead of the grocery store that we frequent...
Understanding a key principle in customer satisfaction
"One great reason why men practice generosity so little in the world is, their finding so little there. Generosity is catching; and if...