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Service Recovery on a Napkinfograph
Sometimes when there is a service failure, the customer can become irate, irritated and occasionally even rude or belligerent. It is extremely important for you not to take this personally, but to...
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Can One Little Thing Ruin Your Big Brand?
As I have discussed before, your external brand cannot be any stronger or better than your customer experiences and stories. But, is it really fair to say that one little thing can ruin your brand...
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A Real No Is Better Than a Fake Yes
“A ‘No’ uttered from the deepest conviction is better than a ‘Yes’ merely uttered to please, or worse, to avoid trouble.” Mahatma Gandhi // ]]>
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We Are Out Of Bread
I am fortunate to develop global learning for creating exceptional employee and customer experiences. The reason I feel so fortunate is that I have access to an unlimited number of stories and...
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Big Data and Crappy Service Experiences
Why do you think organizations all over the globe are investing in Big Data and Predictive Analytics? Answer: To better know and anticipate the needs of their customers. What is both funny and sad is...
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The Sole Purpose of Your Organization is to Create and Keep Delighted Customers
As I have written and talked about repeatedly, I am still amazed at the outright bad customer service in the world today. I will take small data and a great service experience versus big data and a...
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Express Lane To Your Competitor
I thought about titling this blog The Express Lane From Hell. I am sure everyone reading this knows what I’m talking about. You go into your local supermarket to pick up a couple of items, or in...
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Hassle Free Or High Maintenance?
On Friday, I talked about how easy you are to do business with as an individual, a department, a division and an organization. I was recently reviewing some research from The Corporate Executive Board...
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What Gets In The Way Of Your Organization Creating Exceptional Customer...
If you are a leader who is tasked with increasing employee engagement, this is an important question. Leaders first need to ask themselves who their customer is. Leaders in my mind need to see their...
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Celebrate Service Excellence
I think it is important to take a moment to celebrate your level of dedication and commitment to creating exceptional customer experiences. It is also extremely important for each of you to understand...
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Internal Service Cooperation is a Big Strategic Advantage
Internal service cooperation is how you win today! In our work with big giant brands, one of the first things we typically ask senior leadership is if there is anyone inside of their organization they...
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The World’s Most Powerful Yet Under-Utilized Business Strategy
I know I often times sound like a broken record. Yet, that is OK as I believe deeply that repetition is the mother of all learning. I have repeatedly stressed the huge competitive advantage that can be...
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