For over 20 years The Elkind Group has been helping companies define their sales and service strategies and execute those strategies effectively on the front line. Over that time, we have trained thousands of leaders, managers, and front-line employees to deliver outstanding service that leads to increased sales. Recently, Kerry had a customer experience that […]
Blog Archive
Yesterday I called to cancel my monthly delivery of organic fruits and vegetables. The representative didn’t seem to care about the cancellation – she was only interested in the fact that I still owed $50 on my account. This surprised me, since I was holding an invoice for $25.00. As my confusion grew, so did the representative’s […]
For some of our clients, Thanksgiving heralds the arrival of their peak season for sales and service. Now is the time when front-line representatives can really use the service and sales skills that their managers have been coaching and developing all year. But the time between Thanksgiving and the end of the year can feel […]
Over the past months we’ve received a lot of comments and questions about our April 27 blog Stop Trying To Delight Your Customers. Conventional wisdom holds that customer delight drives loyalty, and to delight customers you have to meet and exceed their expectations. But we reported on an article Stop Trying to Delight Your Customers1 […]
For years, customer service experts have emphasized that customer delight is the key to building loyalty. Companies and their front-line representatives have been urged to “exceed customer expectations” and “under-promise and over-deliver.” But a new study reveals a different secret to gaining loyal customers.