“No problem” and other communication faux pas
Language, it seems, has become pretty casual in many customer service settings. I’ve had waiters refer to me as “man” and hear “no problem” from
April 30, 2009
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Tweets that stick
How much more effective would you be at expanding your presence on Twitter if your updates were not only seen as useful, interesting, relevant, or
April 28, 2009
Compliments are like verbal sunshine!
Have you ever missed an opportunity to provide a compliment? Perhaps viewing it as optional? I have. And when I do, it’s usually my wife
April 21, 2009
For Twitter, popularity is a double-edged sword
Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their
April 19, 2009
The healing power of sensory experiences
I was reading the book Revolutionize Your Customer Experience by Colin Shaw and came across the following excerpt from Duane Francis, CEO, Mid-Columbia Medical Center,
April 15, 2009
Restaurateurs who make meaning
Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm,
April 14, 2009
Whose time is more important, yours or your customer’s?
In today’s mail I received a marketing letter from a Denver-based accounting firm eager to expand its clientele. I’d say that I have received a
April 3, 2009
How an investment in customer service paid for itself
In the February 19, 2009 issue of BusinessWeek, an article titled Customer Service in a Shrinking Economy featured customer service enhancements at BMW dealerships. Specifically,
March 28, 2009
Because of You, my limo ride was memorable!
I had worked a full day in Washington, D.C. and then flew to Detroit for a presentation the following morning. I arrived late at the
March 22, 2009
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