Thu, 11/07/2024 - 12:03
Speed is one of the most strategic elements a company can use to attract and retain customers and drive its revenues.
What do I mean when I talk about speed? In this context, speed means dramatically reducing the amount of time needed to complete a…
Tue, 10/08/2024 - 12:03
I’ve been speaking and writing about customer service since January 1980, and there is only a handful of companies that have been relentless and kept their focus on incredible customer service. The pandemic gave most firms an excuse to say, “To hell…
Wed, 10/02/2024 - 12:02
‘The secret of my success is that we have gone to exceptional lengths to hire the best people in the world.”
That quote of Steve Jobs, founder of Apple, underscores the importance of putting together a team of people who will drive your business to…
Thu, 09/05/2024 - 12:02
I find that most CEOs and top management believe their organization delivers awesome customer service. But if you asked all 330 million people in the U.S. to identify five customer service leaders, most would not be able to come up with them.
I…
Mon, 08/12/2024 - 12:02
Are your employees empowered to make decisions on the spot in favor of the customer? Your single goal should be to have overly happy customers. Too many things go wrong each day. You want your employees to understand they are in customer service,…
Wed, 07/31/2024 - 12:03
Everyone makes mistakes. When you screw up and say, “I’m sorry. That’s our mistake,” it’s good customer service, but not service recovery. Most organizations never admit mistakes, and fewer than 1% practice service recovery.
Keeping customers is…
Thu, 07/18/2024 - 12:03
Why do people leave their jobs? Even if they’re well paid and have good benefits, many will wave goodbye as they walk out the door, never to return.
They don’t leave because they want more money or better benefits. They don’t leave because they don…
