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Cultivating Positive Relationships Customer Service Empowerment Techniques

Pandemic inspires 2021 customer service trends

Truly, 2020 was the personification of philosopher Plato’s declaration, “Necessity is the mother of invention.” Dictionary.com explains the statement: “A need or problem encourages creative efforts to meet the need or solve the problem. This saying appears in the dialogue Republic, by the ancient Greek philosopher Plato.” Wow. What a year it was. And, by […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

Technology, marketing fuel customer entitlement

Customer entitlement didn’t happen in a vacuum. Technology and marketing both have fueled it into a white hot blaze. An article by Claudia Conlon in MKTGinsight (voice of the Direct Marketing Club of New York) looks at today’s landscape. Conlon writes: “We’ve entered into a ‘give an inch, expect [a] mile’ era of marketing, where nearly […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

How best to address entitled customer expectations, demands

Last week, we cited a customer entitlement article written by Jade Wu, PhD on quickanddirtytips.com. She notes, “Entitled people expect special treatment and lots of admiration. They don’t like to play fair, even though all of this makes their relationships with others worse.” She then details five ways to best address the entitlement mentality, tips […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques tips

Customer service in a COVID-cranky world

As COVID continues to dominate our lives, customer crankiness is growing substantially. That makes the job of customer service specialists even more challenging. Consumers are not in a forgiving mood, as a recent article in MartechSeries.com (via PRNewswire) notes: “As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Customers demand convenience, understanding and support for all stakeholders

“Nuts and bolts” of a company’s strengths and credibility once focused on length of time in business, track record and proven abilities—in other words, historical measures. Now, companies increasingly are judged based on their customer service-related performance in the present and moving forward. Historical reputation, while still a factor in buyer decision-making, is taking a […]

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Business Development Customer Service Empowerment Techniques Opinion

Community, planet are stakeholders deserving ‘customer service’

Increasingly, conscious capitalism includes discussion of how companies can positively impact their communities and the planet. Being “socially responsible” in essence provides customer service to these entities deserving and needing our support. In an Inc.com article, contributor Mandy Gilbert describes five tips to creating a socially conscious business. She notes: “…creating a company that’s closely […]

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Business Development Customer Service Empowerment Techniques Opinion

Pope promotes tenets of conscious capitalism, fueled by Buffett’s current belief that share prices don’t reveal total company story

Pope Francis and Warren Buffett are reading from the same page about conscious capitalism. Buffett, the billionaire CEO of Berkshire Hathaway, recently repudiated his shareholder be-all-end-all beliefs voiced in a 2006 letter. An October 2020 article published in businessinsider.com notes: “The Berkshire boss bemoaned in his 2006 letter to shareholders that criticizing efficient market theory, […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques

‘Conscious Capitalism’ propels customer service

Conscious Capitalism provides a sustainable roadmap for the capitalist system and a clear, consistent path to customer service excellence with all stakeholders—from customers and employees to partners and investors. Its importance and influence are summed up on the website ccsandiego.org: “Conscious Capitalism is a global movement co-founded by John Mackey, CEO of Whole Foods Market […]

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38 and Counting Business Development Customer Service Empowerment Techniques

Now is the time to be historical, not hysterical

Stress levels are off the charts. Analysis of potential business consequences based on different health, political and economic scenarios is rampant. As stock market ups and downs have proven so clearly, decisions are based on emotions—chiefly fear—and a desire to cover one’s butt financially. Now is the time to look back to see what lies […]

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38 and Counting Business Development Cultivating Positive Relationships Empowerment Techniques

The Little Engine That Could: ‘I think I can, I think I can…’

Many businesses ultimately have succeeded or failed as a result of this tale, which tells of a train stranded on a mountain by an engine failure. Larger engines refuse for numerous reasons to help; a small engine agrees to try and succeeds in accomplishing this tough task while repeating the words, “I think I can, […]