The blog: Service Encounters Onstage

The blogger: Chris Reaburn

Some entries I like:

TSA could be better, but so could their customers – I could not agree more with this! Chris brings up a great point here, and offers some solutions for TSA to make us customers “behave” better. It’s a win-win . . . if only they’d listen!

You’re not worthy! You’re not worthy! – A longer post, but a great one. Here Chris talks about loyalty programs (something I just might have to expand on someday) of airlines. But what exactly are the loyalty programs offering that will make you loyal to one airline or hotel over another, even considering the airline/hotel partnerships that are going on? Or are there too many rules and restrictions making your loyalty feel more like a chore?

Table (and expectations) for Two – As Chris says, “When we’re experiencing a new service for the first time, our sensitivities are heightened.” This is a fascinating read on the evaluation and expectations that go into a new restaurant experience.

This week’s blog: Customer Service That Astonishes

The blogger: Bill Hogg of Bill Hogg & Associates

Some entries I like:

7 Tips to Deal With Unhappy Customers – A great list of tips for anyone in the service industry! Every complaint is an opportunity – “Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan.” A key point here is to empower your employees to resolve the conflict sooner for the customer.

Do You Stand Behind Your Employees? – A cautionary tale. How to lose a loyal customer and alienate an employee! This is a customer service story about a woman who tried to buy some gloves at Danier Leather in Toronto.

Customer Experience vs. Customer Service – One could almost argue that they’re the same thing. Bill brings up the very important point there should be someone at every business in charge of customer experience.