Empowering People to Speak Up and Speak Out!
Technology is touted for its customer relationship management enhancement. Using advanced techniques, marketers can mine much information about prospects and customers, ranging from how they want to be communicated with…
Typically, “over-promising and under-delivering” and “under-promising and over-delivering” go hand-in-hand. But, “over-promising AND over-delivering” are not seen together, until now. By instituting ever-faster delivery, now into same-day or even hours,…
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it…
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…
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…
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…
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…
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 3, Dining: Food & Beverage What are anniversaries…
