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 […]
Companies looking for ways to let the world know about their committed customer service are going back to the future to do it. Snail mail, once the junk repository for most, is now new and shiny again. Email has become the primary junk repository for most. And, while online advertising is now a powerful, influential […]
Customer service affirms faith in caring companies Prior to attending the LendIt conference in San Francisco last week, I enjoyed four days of R&R in the city. My stay at the Hyatt Centric Fisherman’s Wharf proved delightful, and let me know that there are still companies out there that know how to do it right. […]
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 […]
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