Empowering People to Speak Up and Speak Out!
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…
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…
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing…
Once again, here we are talking about Costco. No, I don’t have their stock (although I should). And, no, I don’t get compensated for endorsing them. It’s simply that Costco does it right. And by “it” I mean their entire approach to customer service, employee treatment and overall empowerment within the organization.
I’ve known and worked with Lois Deveneau since the early nineties, when my gray hair hadn’t yet bloomed and my waistline was trim and taut. Lois is the principal of…
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…
Mea culpas can be helpful or off-putting Depending on the circumstances and perceived sincerity, apologies can help solve a reputation problem or exacerbate it. Reputation management specialists hold a variety…
Diabetes affects your heart, so take this drug to decrease your odds of dying. Identity theft is right around the corner. Coffee is good for you…wait, bad for you…uh, good…
