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In this installment of our “Expert Interviews” series on YouTube, I interview Jason Forrest. Jason Forrest empowers professionals and executives to unleash their human performance and master their leadership skills in sales, management, culture and service.
In this installment of our “Expert Interviews” series on YouTube, I interview Denise Lee Yohn. Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker and consultant, and an influential writer.
In this installment of our “Expert Interviews” series on YouTube, I interview Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime …
In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister. Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines. Let’s start with a quiz. It’s a simple one. Just fill in the blank in this sentence: The customer is always ___. If you’ve worked in customer service, one word will almost certainly …
Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological. By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority. Then it must …
Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around. Consistency is hard because it takes effort and discipline, not only on the individual level but on the much trickier team level. For example, in the …
Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don’t show them the organization’s service standards or how to treat customers. The first days on the job are often no different …
I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). Denise spoke at the event about the key concepts in her book What Great Brands Do. Denise’s seven tenets of what great brands do are as …
In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. He is one of the people who teaches social and truly walks the social talk. In this interview, we chat about …
When Sales Does Service on Social with Phil Gerbyshak Read More »
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