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 […]
While running the government like a corporation is a Donald Trump aspiration, there are obvious differences that make the comparison somewhat ludicrous. However, given Trump’s penchant for the idea, let’s round out this month’s Costco-focused customer service series with an evaluation of how good a job he’s doing taking care of his “customers” (the US […]
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 […]
Behind all the bravado about Costco customer service is a simple approach that taps into common sense and brilliantly reads the minds of its customers. At a time when many companies woo prospects with discounts and special offers, then try to ignore them once they become customers, Costco takes a decidedly different path. Once they […]
This the first of a four-part series on companies exemplifying superior customer service and employee treatment—and the rewards accruing to their bottom lines and shareholders in the process. It’s a win-win model that exposes the zero-sum gain model of “I win, you lose” as an absurd and ineffective way of doing business. You listening, Donald […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 4, Exploring: Events & Attractions Crested Butte is a treasure. As a Denver native, I don’t know why I waited this long to explore it. Expecting a long, winding climb through thickly-forested pathways […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 2, Staying: Lodging & Accommodations “Do sweat the small stuff” should be the mantra of hotel operators and a cornerstone of their customer service policies. Poor housekeeping, upkeep, and questionable logistics can ding […]
Fundamentally, customer service always has been vital to company success. A salesforce.com article captures the enduring essence of good customer service: “…the core of providing customer service hasn’t changed even considering it’s been close to two centuries. Even with the speed of technology, many of the same approaches that Marshall Field made famous back in 1852 are […]
Company ‘enlisting real people to answer customer calls…’ Jean-Baptiste Alphonse Karr said, “The more things change, the more they stay the same.” After many years of soft drink evolution from sugar to artificial sweeteners of many types, product manufacturers are again touting “real sugar” in their concoctions. It appears the same is happening in customer […]
I limit my aspartame and soda intake, but made an exception to the latter with Diet Wild Cherry Pepsi as a guilty pleasure. I did this because they had stopped using aspartame. But, they reverted to its use and I—reporter though I am—failed to notice. As a result, I’ve unwittingly been consuming aspartame for a […]
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