This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these obstacles in your own business? The tenth obstacle is missed opportunities. Two years ago, I wrote a
Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the service I receive as a customer. One of the questions that’s often discussed and debated
Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion had little to do with their job roles. Many described their jobs as boring, routine, and monotonous. These conversations have
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as though they are serving a valued guest. If you’d like to test this assertion, simply show up at
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers because—assuming you haven’t been riffed and the lights are still on—you already know this. The point of this post
The Revelation Conversation is Here!
