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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudon'ts Kudos Opinion

Tale of functional and dysfunctional medicine reveals abysmal customer service gaps

  In search of a qualified functional medicine specialist with whom I could partner to improve my health, I discovered a huge abyss of customer service attitudes. The first candidate lost the opportunity to serve me after saying the doc didn’t offer short, complimentary meet-and-greets to determine if a positive connection exists. Oh, and I […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Healthcare Kudon'ts Kudos Leverage Opinion

COVID crisis highlights customer service Catch-22

There’s been a lot of talk about over-communicating with customers during COVID to make sure they know they’re acknowledged and cared about. However, there are definite exceptions—in this case it involves a prospect but the same principles apply to existing customers. A few weeks back, I checked into Inogen, a portable oxygen concentrator company just […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Healthcare Kudon'ts Kudos Leverage Opinion

Crisis customer service builds bridge to future

Have you gone out of your way to provide more compassionate and caring customer service during the COVID-19 crisis? If so, those efforts can become a cornerstone of customer loyalty and buying. In addition to those who already know, tell the rest of the world about it! This is a case where prior “good acts” […]

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37 and Counting Cultivating Positive Relationships Customer Service Kudon'ts Opinion

When technology runs headlong into common sense, customer service

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 to buying habits. But, there’s a decided dark side to technology run amok—or not running at all. When it complicates or confuses the buying process, […]

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Business Development Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Amazon over-promises AND over-delivers

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, Amazon has upped its game—and consequently is putting more pressure on their workforce to deliver. Amazon PRIME members get a delivery guarantee, that when unmet, […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Kudon'ts Kudos Leverage Opinion Social Media

Recap – Little Details Matter

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 comes to customer service, those little details can make or break a company. “It’s the little details that are vital. Little things make big things […]

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Business Development Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Improving customer service: attitude vs. money

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 […]

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36 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Kudon'ts Kudos Leverage New Media Branding Opinion Social Media

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 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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Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

Customer service review of Trump, who fancies himself nation’s ‘CEO’

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 […]

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36 and Counting Cultivating Positive Relationships Customer Service Kudon'ts Kudos Opinion

History, beautiful scenery, and a craft fair

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 […]