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 […]
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 […]
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” […]
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 […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 3, Dining: Food & Beverage What are anniversaries without dining experiences? Ours were a mixed bag, ranging from “Meh” to “Wow!” Kudos include “Wow” service and food at Bonez (enchiladas to die for […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 2, Staying: Lodging & Accommodations “Do sweat the small stuff” should be the mantra of hotel operators and a cornerstone of their customer service policies. Poor housekeeping, upkeep, and questionable logistics can ding […]
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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