As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details. Despite lackluster experiences with most insurance companies themselves, I’ve had great success working with agents who understand my consummate demand for competency, trustworthiness and responsiveness. Dan Mahoney and his company, […]
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details can make or break a company. That little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive […]
Companies getting 9 out of 10 customer service enhancement efforts right often learn that it’s the one that goes wrong that gets most remembered and reported. A Forbes.com article by Micah Solomon entitled, “5 Customer Service Mistakes Even The Experts Make,” notes, “Blind spots can sabotage the thinking of even the most well-versed and experienced […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to be nimble. Large companies face much more complex and costly challenges because, generally speaking, they are unable to change on a dime. Let’s look at […]
It seems axiomatic that stellar treatment of employees boosts their favorable interactions with customers. Then there’s Amazon, whose highly-rated customer service seems to run headlong into controversial employee treatment. How does this sync up? An Inc. Magazine article about corporate culture offers some insight: “Bezos notes that maintaining the startup culture enables the behemoth company to […]
A whitepaper entitled, “2019 Fortune 100 Best Trends: Employee Experience at the Best Workplaces in America” references employee pride over pay or perks. Notes the report, “What is the strongest driver of overall satisfaction for employees? Most assume it’s the pay, perks or personal recognition, but our research tells a different story. The most important […]
Which is more important—customers or employees? That’s a chicken-and-egg question, because both are integral to a successful business. However, too many companies view employees as chattel—disregarding the important contribution they make and the ways to motivate them to perform better. Happy, fulfilled employees directly link to stellar customer service. They should be viewed and treated […]
Companies accustomed to getting enough business from referrals, reviews and word-of-mouth supporting their solid customer service often forget to address the flip side of the coin. What am I leaving on the table by not marketing proactively? Larger companies such as Costco do just fine without a formal marketing department. The buzz about their legendary […]
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