Just like mom said: Keep your promises

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it – it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises,...

Funny amazon.com customer service e-mail

Today one of my clients who also blogs and is very keen on amazing customer service sent me this link to a terrific amazon.com customer service e-mail.   If you want a good laugh and have a few minutes — read this e-mail exchange with amazon. They managed to...

Amazon.com’s obsession

NYTimes.com recently published a great story about the company, Amazon.com and their customer service. My favorite part of the article is a quote from Jeff Bezos, CEO, who was interviewed on the TV show Charlie Rose. He said about his customers: “They care about...

Customized service builds client loyalty

Client loyalty is best built with customized services that specifically meet client need. It is time to banish the “standard” treatment including standardized letters and invoices in favor of customized support. Think of amazon.com, for example. They learn...