Shaun Belding
Shaun Belding
Shaun Belding is CEO of The Belding Group of Companies, and is recognized as one of the leading global experts on customer service, leadership and workplace culture. He speaks extensively, and is author of 6 books, including the Amazon best-seller, The Journey to WOW - the path to outstanding customer experience and loyalty.
2013 Retail Customer Service Report: Part 1
It's make-it-or-break-it season for retailers. The fourth quarter, October-December, can represent as much as 70% of revenue for retailers, and those who aren't...
Cathay Pacific – Brisbane and Cairns – Outstanding!
When I start my airline company, the first person I am going to hire is Allan. Allan is a manager/supervisor for Cathay Pacific...
A ray of customer service sunshine in Papua New Guinea
When I build my first luxury hotel, the first person I'm going to hire is Miria, from the Lamana Hotel in Papua New Guinea. I'm...
Rackspace lives up to the customer service hype
Our company has slowly been migrating its websites and emails to Rackspace. Rackspace has hung their hat on the slogan 'fanatical support.' Anyone who...
How angry do you have to be?….
There's an article today about a businessman, frustrated at BMW, taking an axe to his $150,000 car. See story. Perhaps he was inspired by...
WestJet Service vs Air Canada – Part 2
A week ago I did a comparison of WestJet and Air Canada's customer experience. Not a scientific survey, by any means - simply...
Customer Service: WestJet vs. Air Canada?
I fly a lot for my job. Like most, I have had both horrible customer experiences and outstanding ones. Because I live in Canada,...
Why Telcos, Banks and Utilities Fail At Customer Service
The story is always the same whenever a new survey is released about customer service. Telcos, Banks and Utilities consistently top the list...
Customers more likely to share positive experiences over negative ones
A recent study across 6 Asian Pacific countries by Verint Systems Inc. found that 41% of customers will share positive customer service experiences on...
Winning with the Caller from Hell
Excerpt from Winning with The Caller from Hell - a guide to doing business over the telephone: "Even though you can't see the face behind...
Southwest Airlines Customer Service Recovery – Awesome
A loyal SouthWest Airlines passenger was upset that a bag had been ruined on a flight. The agent wasn't tremendously helpful, so he...
Learn to Imagine
The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes...
Big organizations still not grasping social media
Bank of America was called out recently for their cut-and-paste response to people commenting on Twitter. (See the story). It's a great example...
“The Regular” Customer
Every business has loyal customers. These are the people who you see most frequently, and ultimately the people who are your heaviest users....
Customer service means making things right
In the world of home improvements, there are not many brands more recognizable than the guru himself – Mike Holmes. With his well...
Florida Man Has a Dell of a Time with Customer Service
I spend a good deal of time keeping my eyes and ears open for stories of exceedingly good or profoundly poor customer service. ...
If you have a premium brand, you’d better have premium customer service
I recall having a conversation a few years ago with some executives of a very prestigious, very expensive appliance manufacturer. At one point,...
Home Hardware: a Canadian Customer Service Icon
Ask people to name organizations that excel in customer service, and you can pretty much predict the answers: Disney, Ritz Carleton, Nordstroms, Southwest...
Is good customer service dead?
There is a great piece in the Post-Bulletin on what customer service is, and what it takes to deliver it. See the original...
Absolute Customer Service Fail at Absolute Comedy
I love standup comedy. I listen to it on the radio and television, and go to comedy clubs. Our entire family goes...