“Snap out of it!”
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who
October 2, 2017
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Ignoring customers is bad for business
Earlier this month my daughter, Kennedy, brought her Bearpaw boot to me and pointed out that one of the buttons (“toggles”) used to secure the
April 12, 2017
The power of the frontline
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
June 21, 2016
Customer feedback: a gift that keeps on giving
A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday,
April 22, 2015
When it comes to social customer service, most companies are hacks
Henry David Thoreau observed: “For every thousand hacking at the leaves of evil, there is one striking at the root.” I thought about how this
September 16, 2014
Go the extra mile—or at least the extra 20 feet
Over Memorial Day weekend, I brought my son to a two-day basketball camp in Lakewood, CO. The first day, we stopped by an independent coffee
May 28, 2012
Exceptional customer service is not complicated
I recently read through the American Express 2012 Global Customer Service Barometer research report prepared by Echo Research and found many of its conclusions to
May 15, 2012
No fear
I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers
April 30, 2012
Opportunity is knocking
It is widely acknowledged that the number one reason customers quit doing business with a company is due to perceived indifference towards them as customers.
January 20, 2012
