Six must-read posts on customer service. Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in your company can pay substantial dividends now and down the road. Companies unwilling or unable to examine potential weak links likely will discover the hard […]
Licensed Massage Therapist Ginny Anthony is an excellent and effective sports medicine-trained professional skilled in offering a variety of modalities from gentle to more intense muscle manipulation. Registered with Colorado’s Department of Regulatory Agencies (DORA), she works out the kinks from tight, over-used (and in some cases under-used) muscles. Ginny consistently checks in about overall […]
Amid all the cacophony in politics, financial markets and the government and corporate sectors, it’s easy to get caught up in negative spirals. These are weighty concerns that likely will impact our lives substantially in the New Year. If/when they do, we’ll have to adjust and deal with the issues to the best of our […]
I’ve known and worked with Lois Deveneau since the early nineties, when my gray hair hadn’t yet bloomed and my waistline was trim and taut. Lois is the principal of Freelance Creative Support Services, whose motto is “I help people get stuff done.” She does…and then some. Lois offers customer service excellence via her creativity, […]
In December, we’re celebrating customer service joy. There are many positive stories that can get overlooked amid accounts of negative and inadequate customer service. These positive accounts are proving contagious, as increasingly companies across the country are making top-notch customer care a top priority. A closet geek, I’ve spent most of my professional life addressing […]
In a 2017 Forbes.com interview, writer Micah Solomon talked with former Cleveland Clinic Chief Experience Officer James Merlino, MD about the desire and need for healthcaring in arguably the most important customer service area of our lives. Healthcare workers are motivated to provide a positive, caring experience in a system where frustration, burnout and outside […]
Healthcare ‘customer service’ differs from the rest of the world. In a 2017 Forbes.com interview with former Cleveland Clinic Chief Experience Officer James Merlino, MD, writer Micah Solomon explores the complex world of healthcare “customer service.” Given the dynamics involved, it’s not business as usual in the healthcaring arena. In the article, Merlino points out […]
‘Customer service’ prevails over profits. Merriam-Webster defines “missionary” as “a person undertaking a mission and especially a religious mission.” Louisiana-based Todd Flowers, MD checks the box twice—having done missionary work across the globe, and now as a direct primary care physician. For an increasing number of people, direct primary care is becoming their salvation in a […]
This is the first in a series about healthcare “customer service” addressing patient caring. While there is much to lament about the decided lack of “bedside manner” afforded many under today’s ailing healthcare system, there are bright spots as well. This series focuses on exemplary health-caring innovations that hopefully will spread quickly and help cure […]
To me, Costco and Amazon are about as perfect a complement as can be found anywhere in retail. They’re both highly customer-service focused, treat customers well, and make it relatively easy to get positive outcomes no matter the circumstances. (Costco, however, does seem to outshine Amazon when it comes to employee treatment.) Fierce competition between […]
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