Category Archives: Service Excellence

Communicating with your clients the way THEY want … wait, what?

Posted on November 1, 2018 by Steve Kozel

Phone • Email • Chat What else is there to use in contacting or supporting clients or perspective clients? Phone contact is great, but it is not 24×7 for small business, and often, clients do not recognize a number and will not … Continue reading →

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Baked goods vs. no good

Posted on January 14, 2017 by Steve Kozel

I recently had two service experiences on polar opposites of the spectrum. I have been using a local physical therapy company (Lafayette Physical Therapy) for a post-op recovery regimen.Within a week of my first visit, I received a thank you … Continue reading →

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What businesses of all sizes can learn from Amazon.

Posted on October 18, 2016 by Steve Kozel

A colleague was describing his online buying experience with FRYE boots and it wasn’t pretty. The driver for not using Amazon (or in this case Zappos, an Amazon company since 2009), was a particular size was only available from FRYE … Continue reading →

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Good Ecommerce has ruined our expectations of mediocrity

Posted on October 1, 2016 by Steve Kozel

Good Ecommerce is now standard practice. Most sites will display products clearly,give us the ability to get the product to our door within a max of 5 working days, depending on our location and ship method. Larger vendors absorb free … Continue reading →

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Why do many companies treat their contract customers poorly?

Posted on August 16, 2016 by Steve Kozel

Scenario: Your customer is under contract; the need to wow them still applies, but many vendors don’t act like it.  Vendors tend to use that “wow” energy to woo new customers. Maybe they’ll keep that energy through a honeymoon period, … Continue reading →

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The Teflon Employee

Posted on August 3, 2016 by Steve Kozel

You can’t quite put a finger on why you don’t like these folks. They are just affable enough to get along with everyone, but nothing sticks. Nothing extraordinarily good or bad is generated by the Teflon employee. These are folks … Continue reading →

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When online Live Chat (as a support channel) goes wrong.

Posted on May 22, 2016 by Steve Kozel

Larger companies use a variety of channels for supporting clients with assistance for sales, support, product questions. Many ecommerce companies push a high volume/low touch approach, where email, twitter and online chat as support dominate their lineup of tools. Smaller … Continue reading →

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High volume, low touch service is a real balancing act

Posted on January 28, 2014 by Steve Kozel

An article came our a few days ago on the poor experience of customers that needed service help from credit card payment aggregator Square. Square got slammed for seemingly going well out of their way to not provide real time … Continue reading →

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