Esprit de corps
The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. When I read
November 30, 2015
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Don’t break your brand promise
Many companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility among
August 3, 2015
Being capable is not enough
I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last
June 1, 2015
Casual indifference
There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare.
January 15, 2015
J.W. Marriott’s approach to serving customers
When asked about his approach to work during an interview, the late J.W. Marriott, Sr. said, “There aren’t these two opposites, work and play, one
September 30, 2014
Does your company have a slogan or a purpose?
Many companies have slogans that look good on websites, banners, and buttons, but often these slogans have little credibility among customers or employees. They are
September 6, 2014
Delivering the sunrise
Last weekend I emailed the following complaint to the customer service department at The Wall Street Journal: Our Wall Street Journal delivery person has a
July 1, 2014
Purpose, not policies, determines service quality
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the
February 12, 2014
Why?
This post is the seventh in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
November 7, 2011
