Companies getting 9 out of 10 customer service enhancement efforts right often learn that it’s the one that goes wrong that gets most remembered and reported. A Forbes.com article by Micah Solomon entitled, “5 Customer Service Mistakes Even The Experts Make,” notes, “Blind spots can sabotage the thinking of even the most well-versed and experienced […]
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 […]
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 […]
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 […]
It seems axiomatic that stellar treatment of employees boosts their favorable interactions with customers. Then there’s Amazon, whose highly-rated customer service seems to run headlong into controversial employee treatment. How does this sync up? An Inc. Magazine article about corporate culture offers some insight: “Bezos notes that maintaining the startup culture enables the behemoth company to […]
A whitepaper entitled, “2019 Fortune 100 Best Trends: Employee Experience at the Best Workplaces in America” references employee pride over pay or perks. Notes the report, “What is the strongest driver of overall satisfaction for employees? Most assume it’s the pay, perks or personal recognition, but our research tells a different story. The most important […]
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 […]
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 […]
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