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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 Kudos Opinion

Insurance Group of Denver showcases customer service

As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details. Despite lackluster experiences with most insurance companies themselves, I’ve had great success working with agents who understand my consummate demand for competency, trustworthiness and responsiveness. Dan Mahoney and his company, […]

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Cultivating Positive Relationships Customer Service Kudos Opinion

Thinking through customer experience details

When it comes to hospitality, I’m really picky. If I were a customer experience specialist for a hotel or Bed-and-Breakfast, I would look for all the “little things” that show attention to detail and caring—or lack thereof. Unfortunately, in today’s institutionalized, bean-counter-obsessed world, talk is cheap. Everyone promotes their great customer service, but most fail […]

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Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Kudos Opinion

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 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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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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Customer Service Healthcare Kudos Opinion

‘National Nurses Week honors those who serve others’

That’s the headline on chron.com summing up the “customer service” contribution nurses make to comfort and care for their patients. In a profession where “healthscaring” has supplanted healthcaring as the order of the day, nurses have become a default source of much-needed bedside manner. An article in toughnickel.com sums it up: “Nurses play an important […]

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Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Kudos Leverage Opinion

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 make and the ways to motivate them to perform better. Happy, fulfilled employees directly link to stellar customer service. They should be viewed and treated […]

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Cultivating Positive Relationships Customer Service Kudos Opinion

Hyatt Centric Fisherman’s Wharf proves perfect

Customer service affirms faith in caring companies Prior to attending the LendIt conference in San Francisco last week, I enjoyed four days of R&R in the city. My stay at  the Hyatt Centric Fisherman’s Wharf proved delightful, and let me know that there are still companies out there that know how to do it right. […]

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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 […]