Customer Service

The customer experience makes or breaks customer loyalty. With so many choices today, it’s the quality of the experience — how you repeatedly make your customers feel at each and…

Are your employees engaged in their work, or are they estranged from your agency’s mission and their role in making it happen? Mounting evidence suggests that the more engaged employees…

Steven Slater became a folk hero overnight when he jumped ship on his airline attendant job and career by popping open the emergency exit slide on his JetBlue plane, grabbing…

When I looked at my calendar today to leave my daily voicemail message, I realized it’s almost “April Fool’s Day” and I remembered an email message I had sent a…

How often are you taking the pulse on your customer relationships? Could you be using the time to really understand your customer’s needs and what they value? How might you…

Last week on my way home from a meeting with a client, I stopped into a new, conveniently located ‘big box’ office supply store to pick up some paper. I’d…

I’m talking to lots of people these days who are cutting their budgets. That’s necessary and expected in times like these. But, I’m also hearing that some are afraid to…

Some organizations exemplify a ‘scarcity’ model – fear-based, stingy, always looking to slash, cut or squeeze something to wring every possible cent to the bottom line. Meanwhile, the company invests…

Summer is baseball season. Baseball is a game of percentages, where the smallest difference can mean a lucrative major league career or years languishing in the minor leagues. Customer service…

I believe that many businesses have been negatively focused. And, that as time goes on, more and more people are coming to the relatively common sense notion that we’d all…