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Employee Disconnect and Customer Service. 
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Give , Not Take : Why Delighting Customers Is So Profitable
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When I checked the bill, all they charged me for was the tire. No labor or anything -- just the cost of the tire. I called them back and the guy on the phone said,
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While many grand gestures generate much PR buzz, it’s the small actions and constant support efforts that encourage true loyalty.
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With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling. However...
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Despite the benefits of quantitative research, organizations need to make sure they don’t put all their eggs into one basket and spend all their money on number-crunching, and instead also embark on qualitative research.
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I travel a lot, and in my travels, whether for business or pleasure, I try my best to stay in the same hotel chain. Why? Because I know what I'm going to get. Similarly, when I’m traveling overseas...
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Facing a social media rebellion? These lessons from the military can help.
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Connection is why we’re here. It gives purpose andmeaning to our lives.--Brené Brown, social scientist and authorConsider this simple experiment: Type “I love Apple” into your search bar.
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If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had ...
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Though today’s consumers are constantly connected, most companies are not yet “plugged in” to customer behavior trends.
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Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company. This is the number one reason why more businesses are not actively improving their customer experience performance.
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Your mobile experiences should match your customers' expectations.
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The Guardian
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Their desire to keep up with the Joneses is probably skewing your market research.
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Ultimately, any employee that has an interaction with a customer is responsible for some aspect of that customer's experience.
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Measuring loyalty means morphing moods into metrics.
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“Twenty-first century leaders might benefit from thinking of themselves as being in the center of a web rather than on top of a pyramid” -- Dr. Ben Dattner.
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“The customer’s always right” vs. “Employees first” – it’s the chicken or egg battle for the business world. No company exists without customers.
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Spectacular customer service failures are the grist of my consumer advocacy mill. But some of the loudest implosions are off limits to me. Like the young blogger who was reportedly booted from a
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Bullies destroy your company. Not only do they destroy the culture of your company, they destroy the ability of employees to produce their best work. There is no more pernicious, destructive …
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Picture clothes shopping with a 13-year-old. But first some background: He has worn only basketball shorts and jerseys as his “uniform” for a few years. Nothing, except his school dress code, coul...
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These 8 simple rules will ensure that your business becomes known for its good customer service and allow you to reap the benefits that good customer service provides.
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