More companies than ever seem to be talking about their commitment to providing great service these days, yet surveys show customer satisfaction overall is low in most industries. In my new book, Driving Loyalty, I outline a series of steps companies can take to turn every customer and employee into a loyal fan. But what can customers themselves do to get better service, especially it comes to solving a particular issue or dispute?
Southwest Airlines has long been known for it’s great customer service. But what really sets the airline apart from other carriers is its ability to provide customers with more than they expect.
Publisher’s Weekly, the trade magazine of the book industry, recently asked for my advice on how brick and mortar bookstores can drive more customer loyalty. The article is up on their website, but you have to be a subscriber to read it. So, I thought I’d share some of the strategies I recommended here on my blog.