Categories
37 and Counting Building Bridges Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

3 Top Companies earning ‘Mom and Pop’ Kudos

While Costco was listed first on my top mom and pop kudos list, there are many companies out there with similar attitudes and aptitudes. These companies, smaller in scope than Costco, come up just as large when it comes to taking care of customers/clients. I’ve already recognized these three in previous posts. I’m bringing them […]

Categories
37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Good Content Kudos Opinion

Costco mom and pop caring complements big-time operation

As companies grow bigger and more global, customer service in many quarters is feeling more like dealing with a caring mom and pop enterprise than a mega-company. That’s clearly the attitude of such companies as Costco, which has been making me feel right at home since 1999. (Full disclosure: I’m an unabashed, biased Costcophile with […]

Categories
Building Bridges Business Development Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

Taking stock of Costco’s COVID-19 customer service

Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack of positives. Whether or not such pandemic-related policies as mandatory masks and special hours from 9-10 AM Monday-Friday for seniors and shoppers with disabilities or […]

Categories
Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion

Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]

Categories
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 […]

Categories
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 […]

Categories
Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Kudos Leverage Opinion

Customer service reps offer a hand instead of clenched fist

Hopefully, one of the most enduring COVID-19 crisis legacies will be a corporate culture where customer service reps offer an open hand to help versus a clenched fist. For far too long, corporate America has largely embraced the clenched-fist policy, in which customer service is provided in as small increments as absolutely necessary. In many […]

Categories
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” […]

Categories
37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion Social Media

Tom Foolery on YouTube: All I can say is WOW!

Recently, I received a link to a four-minute YouTube under the “Tom Foolery” banner. This installment, entitled “The Great Realisation,” addresses the days when COVID-19 attacked the land. It’s a look back from the future. Amid all the conflicting overly-sanguine and gloom-and-doom reports about the pandemic and lack of certainty about its spread, containment and […]

Categories
37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Leverage Opinion

Best customer service resides in our hearts and minds

I had a huge revelation this past week. Beyond all the CRMs, company pronouncements about serving customers, and even our own “self-administered” customer service, there’s an inner strength that can endure when all other efforts falter. Here are a couple thoughts on the matter: You’ve just been ignored, dissed or misinformed by a “customer service” […]