A recent New York Times article describes a decided priority shift in the corporation thought leadership arena, proclaiming, “Shareholder Value Is No Longer Everything, Top C.E.O.s Say…Chief executives from the Business Roundtable, including the leaders of Apple and JPMorgan Chase, argued that companies must also invest in employees and deliver value to customers.” This will […]
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the thought leader get more business. Here’s how it can serve dual purposes: Thought leadership, both addressing personal and professional topics, can help establish the author […]
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 […]
The “butterfly effect” holds that a seemingly insignificant, small occurrence like the flapping of a butterfly’s wings can ultimately impact weather halfway around the world. Americanscientist.org states it this way: “The concept referred to as the butterfly effect has been embraced by popular culture, where the term is often used to emphasize the outsize significance of minute […]
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details can make or break a company. That little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive […]
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 […]
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 on the table by not marketing proactively? Larger companies such as Costco do just fine without a formal marketing department. The buzz about their legendary […]
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 most, is now new and shiny again. Email has become the primary junk repository for most. And, while online advertising is now a powerful, influential […]
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 […]
Of the many weak links in customer service policies, deliberate disservice to make a buck is one of the weakest. A recent Harvard Business Review article asks, “Why Is Customer Service So Bad? Because It’s Profitable.” The article notes, “It’s a familiar scenario: A service provider fails to live up to your expectations and you […]
happycurmudgeon.com 