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: Empowerment Techniques
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…
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…
Going back to the future with snail mail, word-of-mouth
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…
Customer Service Recap
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…
Marketing from the inside out
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing…
