Healthcare ‘customer service’ differs from the rest of the world. In a 2017 Forbes.com interview with former Cleveland Clinic Chief Experience Officer James Merlino, MD, writer Micah Solomon explores the complex world of healthcare “customer service.” Given the dynamics involved, it’s not business as usual in the healthcaring arena. In the article, Merlino points out […]
This is the first in a series about healthcare “customer service” addressing patient caring. While there is much to lament about the decided lack of “bedside manner” afforded many under today’s ailing healthcare system, there are bright spots as well. This series focuses on exemplary health-caring innovations that hopefully will spread quickly and help cure […]
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 […]
To me, Costco and Amazon are about as perfect a complement as can be found anywhere in retail. They’re both highly customer-service focused, treat customers well, and make it relatively easy to get positive outcomes no matter the circumstances. (Costco, however, does seem to outshine Amazon when it comes to employee treatment.) Fierce competition between […]
Fit to print vs. print to fit. What’s the difference? Credibility vs. con job. A credible story is fit to print. Puffery fills space. An article telling your story in a compelling way is a powerful credibility builder for your company and can be distributed in a variety of ways. In contrast, a “puff piece” […]
Behind all the bravado about Costco customer service is a simple approach that taps into common sense and brilliantly reads the minds of its customers. At a time when many companies woo prospects with discounts and special offers, then try to ignore them once they become customers, Costco takes a decidedly different path. Once they […]
This the first of a four-part series on companies exemplifying superior customer service and employee treatment—and the rewards accruing to their bottom lines and shareholders in the process. It’s a win-win model that exposes the zero-sum gain model of “I win, you lose” as an absurd and ineffective way of doing business. You listening, Donald […]
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 […]
Kudos and Kudon’ts of 4 days in a glorious natural setting Over the last 36 years, I have become a passionate critic of customer service, from the grand gestures down to the intricate details. While grandiose displays can inspire good first impressions, it’s generally the “little things” that form many of our lasting opinions. The […]
Fundamentally, customer service always has been vital to company success. A salesforce.com article captures the enduring essence of good customer service: “…the core of providing customer service hasn’t changed even considering it’s been close to two centuries. Even with the speed of technology, many of the same approaches that Marshall Field made famous back in 1852 are […]
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