Service Elevated!
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
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
Many companies do an effective job of training their employees and holding them accountable to certain job functions. For instance, in the checkout line at
Why do executives tend to support instituting fees that they know will annoy customers and yet oppose investments in training and other processes that will
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward
Is there an organization that comes to mind when I ask you to consider a predictably poor customer service provider? By this I mean a
A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or,
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it.
Proudly sharing Steve’s vision of delighting customers: Digital Opera
The Revelation Conversation is Here!