Category Archives for Uncategorized

8 Ways to Be Your Customer's Hero

8 Ways to Be Your Customer’s Hero

It’s official! We’re celebrating the 1 year anniversary of Be Your Customer’s Hero! By focusing on the skills frontline teams need to successfully navigate relationships and interactions

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In Customer Service, Is Ordinary Now Extraordinary? | Light Bulb Stands Out

In Customer Service, Is Ordinary Now Extraordinary?

In Chapter 7 of Be Your Customer’s Hero, I wrote the following: “Great customer experiences begin with a great attitude, but so does satisfaction and happiness at work. Attitude certainly isn’t

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When Bad Systems Happen to Good People | Person in Laboratory

When Bad Systems Happen to Good People

I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not

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Are You Customer Service Reps Eating the Marshmallow | Picture of Marshmallow | Walter Mischel's Marshmallow Experiment

Are Your Customer Service Reps Eating the Marshmallow?

In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation, we spoke about Walter Mischel’s famous  experiment on self control and delayed

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A Hero-Class (R) Thank You! | Arms in Air on Mountaintop

A Hero-Class® Thank You!

Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer

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Turning a Customer Service Culture

Turning a Customer Service Culture

We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are

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How Customer Service Can Save Cable

How Customer Service Can Save Cable

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone

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Innovation is No Longer Optional | Hand writing light bulb

Innovation Is No Longer Optional

The pace of change is faster than ever before. Those in technology-based fields already understand the forces of constant change that form competitive pressures in those industries. But what about the

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Paradox of Choice

A Mash of Monthly Mashes

It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. To commemorate three years of the Monthly Mash, here’s

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The Retirement of the Monthly Mash | Beach Chairs on Sand at Sunset

5 Changes to the CTS Blog in 2015

Happy New Year, and welcome to the first Customers That StickTM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog . While

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