After a recent presentation where I emphasized the importance of employees being aware of their purpose – their highest priority – at work (which, for most employees, is to create a delighted customer), I was approached by an attendee who asked, “Isn’t the real purpose of every business to make
A couple of weeks ago, I was asked to provide feedback on an article that detailed a number of customer service scenarios and suggested scripts being used by live chat contact center representatives. PART ONE: There were several examples that I liked: Scenario 1) What to do when a customer
For today’s post I thought I’d share an actual email conversation I had last week with a colleague who owns a video production company. It’s raw and real. Nothing has been added, deleted, or otherwise altered to make a point. Our conversation dealt with client service, justice, service recovery, and
The following is a guest post by Chip Bell. Chip’s latest book, Kaleidoscope, uses stories, anecdotes, and quotes to inspire and instruct. If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar with his extensive repertoire of illustrations
Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that
Macy’s is in the news – and it’s not good news. It was reported on Wednesday that Macy’s is closing 68 stores and cutting more than 10,000 jobs. In one related article, Mark Cohen, a professor at Columbia Business School, said that Macy’s – and its competitors in the bricks-and-mortar
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re all too familiar with the long lines, delays, and various other inconveniences and setbacks that accompany
Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. For me, it clarified the distinction between ordinary and extraordinary customer service. While reading the article—although it doesn’t appear
I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other gems, the author presents the RFM (recency, frequency, monetary spend) model for determining customer value. Dr. Murray writes: “(O)ne of the best ways to predict future
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