Gaffes can thwart customer service improvement efforts
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…
Category: Cultivating Positive Relationships
Home Depot employees show how it’s done
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…
Improving customer service: attitude vs. money
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…
‘United Airlines is so famous for its PR disasters that there is a special word for them: Snafuniteds’
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…
Then there’s Amazon: Great customer service coupled with controversial employee treatment
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…
Pride drives employee satisfaction more than pay
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…
Treat employees like gold because they’re customers, too
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…
I’ve got great word-of-mouth. Why do anything else?
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…
