Ma. Merdekah Ybanez-Delid

Customer Service and the Game of Billiards

I stumbled upon an article on RetailCustomerExperience.com that opens with a comparison of a game of billiards to customer service. Bob Phibbs shares his not-so-good customer experience with Home Depot. The first time, he came in and needed help but the salesclerks were gathered around...

7 Elements of a Good Customer Service Model for Supermarkets

A model of good customer service for supermarkets should have the following elements: Sufficient supply and choices of products. Isn't it frustrating to do some grocery and cannot find many items on your grocery list? High-quality of products. Management must ensure that they only display…

Loyal Customers Are Not Always Good

Does this scenario happen? Yes it does. Over at Harvard Business blogs, Conversation Starter writers, Timothy Keiningham and Lerzan Aksoy, share instances when customer loyalty is a bad thing. * when customers are loyal to you because you...

Surprising your Customers

Last Sunday I got this text message from Globe. Globe Advisory: Thank you for your payment of Php690.00 on June 6, 2009 for acct no. xxxxxxxx. You may also pay at our accredited payment channels. Good day! Well, this is my second surprise from Globe.…

Taking Care of Remote Internal Customers

There's a saying that goes you cannot love someone you do not know. The same is true for employees. If you do not know them, then you cannot take care of them… well. The big question now is how do you take care of your...

Do You Drive Your Customers Crazy?

As we get so deep in the workings of our business, we forget to ask how our people are doing, and worse, we forget to care. I know for some, management doesn't know what's going on in the frontline. Either because nobody from below...

Embedding Innovation at Whirlpool

Whirlpool has been a trusted brand for household appliances for years now. And the reason for its stay in the business is innovation. Nancy Snyder has been credited for most of the innovative efforts that Whirlpool have been taking. Under Ms. Snyder, the company took...

When Customers Become Helpless

As a customer, was there a point in your life that you felt powerless, helpless? Yes! I can hear you loud and clear. This is the very same experience that Joe Wilcox feel about Microsoft regarding his XBox and gamertag. How does helplessness and powerlessness…

Five Ways to Enhance the Customer Experience During a Sale

The peak season for shopping may have passed, but for this year, I'm sure there'll be more opportunities to shop. A down economy doesn't necessarily mean no economic activity. In fact, I foresee companies going on sale and giving people more avenues to spend....

Usher In 2009 with Excellent Customer Service

In the evening mass before media noche last December 31st, the priest was telling us about the New Year's implication in our life. The new year gives us a chance to start all over again. Learn from last year's mistakes and move on with...

New Posts