Celebrate and Share Your Customer Service Efforts – with Worms

Customer service and satisfaction consultants often advise clients to share and celebrate our successes.  It’s wonderful when someone on our … Read MoreCelebrate and Share Your Customer Service Efforts – with Worms

Train Your Staff to Improve Like Athletes – Continually

When athletes break their own records or win that “big game”, do they stop training for the next event?  No. … Read MoreTrain Your Staff to Improve Like Athletes – Continually

Loyal Customer Relationships – Do You Derail It Before You Even Start?

Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after … Read MoreLoyal Customer Relationships – Do You Derail It Before You Even Start?

Customer Service Skills Make an Impact on Profits

Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference … Read MoreCustomer Service Skills Make an Impact on Profits

Customer Service, Core Values, and Leadership – Walk the Walk

Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched.  I’m posting … Read MoreCustomer Service, Core Values, and Leadership – Walk the Walk

Improving Customer Service – The Three Most Important Things

I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary … Read MoreImproving Customer Service – The Three Most Important Things

What Can Your Business Learn From a Carpet Cleaner?

While I was having my morning coffee and watching the first few minutes of a talk show to start my … Read MoreWhat Can Your Business Learn From a Carpet Cleaner?

Excellent Customer Service is the Best Prescription

I love being a mom more than anything else in the whole world, even chocolate.  But, one of the things … Read MoreExcellent Customer Service is the Best Prescription

Improving Customer Service Starts at the Top

Improving customer service is something all companies and businesses say they focus on.  But do they really?  I find that … Read MoreImproving Customer Service Starts at the Top

Are Core Values Important in Customer Experience Management?

Just a quick note on the importance of core values in regards to managing the customer experience and improving customer … Read MoreAre Core Values Important in Customer Experience Management?

Don’t Get Disconnected from Your Customer’s Experience

80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is … Read MoreDon’t Get Disconnected from Your Customer’s Experience

Want to Improve Your Customer Experience? Say It Like You Mean It!

I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s … Read MoreWant to Improve Your Customer Experience? Say It Like You Mean It!

Customer Experience Management? Walk a Day in Your Staff’s Shoes

Customer experience management can be enhanced by walking a day in the shoes of your front line staff.  I’m not … Read MoreCustomer Experience Management? Walk a Day in Your Staff’s Shoes

Lasagne – Should You Pay for It If You Didn’t Order It?

Have you ever purposely put someone in a situation just to see how they handle themselves?  I did this yesterday, … Read MoreLasagne – Should You Pay for It If You Didn’t Order It?