Top-end service is no longer at the discretion of the management.
You have to spend to make it happen, but it brings both top and bottom line benefits down the line, says John Sills.
Computer-says-no service can drive buyers away. Let staff use their initiative, says John Sills.
The gap between marketing and customer service is too often a chasm.
Kafka-esque bureaucracies are unlikely to deliver great customer service, says John Sills.
Corporate apologies are thrown around far too easily, says John Sills.
Some innovations seem unfair, but hiding behind regulations won't save your business in the long run, argues John Sills.
Incessant feedback requests and pointless retargeted ads can be a major turn-off.
Take a leaf out of Amazon's book and trust people more.
Creating a great customer experience is about eliminating the potential for error - because if people can do it wrong, they will, says John Sills