All I Want for Christmas…

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the ceo magazine, customer experience,
Chip R. Bell, Author, Kaleidoscope:  Delivering Innovative Service That Sparkles

As grandparents, my wife and I are in the middle of brainstorming cool presents for our three granddaughters.  Over the Thanksgiving holidays, we asked them for suggestions.  The 10 and 12 year olds took a clipboard and made a list, complete with brand names and model numbers.  But, the 8 year old took a completely different approach.  On the clipboard under her name she wrote, “Just surprise me!”

Customer Obsession 2.0: the Platinum Rule

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the ceo magazine, customer service,
Robert Reid, CEO, Intacct

When it comes to outstanding customer service, I say live by the Platinum Rule: “Do unto others as they would want to be done unto.” Treat customers the way they want to be treated, not the way you would want to be treated.  This requires you to understand their perspective and what is important to them.  Many times organizations get caught up in what they would want, and then disappoint the customer. This is the only way to achieve enough empathy and perspective to keep customers coming back for more.

Can Small Businesses Roll Out the Red Carpet for Customers?

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the ceo magazine, customer service,
Donna Cutting, Author, 501 Ways to Roll Out the Red Carpet for Your Customers

Smart small business owners know that when you roll out the red carpet for your customers it means repeat business, and referrals. However, how can you give champagne-style service when you’ve got a beer budget.

Delivering red carpet customer service does not have to break the bank.

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