As we wave goodbye to 2019, we wanted to take a look back at some of our favorite posts of the year. Today, we’re highlighting a few posts from our CEO, Jim McCarthy, about customer commitment. You can click on any title below to read the full article: Experience – Expectation = Satisfaction "There’s an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this: What I actually experienced (minus) What I thought...

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Recently reporter Aileen Cahill had such a great customer experience with Maui Jim that she wrote about it on Marketing Land. She also outlined "the elements that made Maui Jim stand out: Have a great product they stand by. Listen to their customers. Follow through and do what they say they will. Strong partners in their distribution network. Easy to do business with no 'gotchas.'" You can read about Cahill's "remarkable and inspiring" customer experience here. Then check out more from Jim about Customer Commitment: How...

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Nobody likes a bad review, but when you're putting art into the world, selling a product -- or really, doing anything -- it's probably going to happen eventually. But what happens next? Do you need to suck it up and move on, or can you do something about it? Miriam Ellis at Moz looked into the issue and found a few options you may have when it comes to turning those negative reviews into something positive. You can read the full piece...

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Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too. From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 6/7/2019 12:40 PM To: GSE By now, you're all familiar with the Purpose Point that talks about Going All Out to Remove Barriers on behalf of our customers. We take inspiration from Jackie Chan, who over the course of his career subjected himself to incredible feats of danger and stupidity to make...

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Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too. From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 5/10/2019 2:18 PM To: GSE Hi Everybody! There's an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this: What I actually experienced (minus) What I thought I was going to experience (equals) How positively I think of what happened and of your company. We...

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Editor's Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too. From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 4/26/2019 4:16 PM To: GSE Hi Everybody! As we talk about Customer Commitment, the more I think about it, the more a single word comes to mind: Quality. That may sound a little weird to you. Quality may imply craftsmanship or great ingredients or even high-tech robots on an assembly line...

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Customer loyalty is harder to come by these days with so many brand choices via the internet. Chidike Samuelson writes for Entrepreneur: "Data by American Express has shown that nearly 60 percent of customers try a new brand or a company just to find better customer service. In fact, 89 percent of customers often swap to a company’s direct competitor after bad service." Customer service is more important than ever. Samuelson highlights four keys to satisfying today's customers. Photo Credit: "customer...

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Jim once wrote on this blog about the irrelevance of stores and how that affects live entertainment (Hint: It's a good thing). He stated: "Where we’re going is very simple: We need fewer and fewer stores for retail goods, but we’ll either replace those with empty spaces, with residences or offices, or with experience-driven businesses." Stores must continually reinvent themselves. One way retailers are upping their game is by using employee communication platforms to better assist customers. Photo Credit: Timothy Muza...

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Customer service matters ... a lot. We've shared Pro Tips from our own team (see them below), and now we're sharing lessons from Jill Schiefelbein that she highlights for Entrepreneur after experiencing her own customer service failure. See one of her tips below: "Don't let your processes inconvenience your customer Photo Credit: rawpixel via Unsplash Look at your processes. How you take orders. How you answer calls. How you distribute products. Whatever your business model is, I encourage you to really examine...

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As we wave goodbye to 2018, we wanted to take a look back at some of our favorite posts of the year. Today, we’re highlighting: Customer Service. You can click on any title below to read the full article: Put the Members and Their Experience First Amy Gardea, Goldstar's Senior Director of Customer Service, explains: "We put our members and their experience above all else, and we make that clear to them from our first interaction to our last. Although the ticket...

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