“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this recent survey by Software Advice, customers are starting to appreciate […]

After reading an advance copy of Bob Thompson’s new book Hooked on Customers, I knew I wanted to connect with Bob and find out more about some of the insights from his book. I was particularly interested in the five organizational habits that he centers the book around. In the interview below, Bob gives us […]

Meet John Bannon! Business graduate from the 80’s rethinks career after fun second adventure in college studying French. After several trips to France, becoming fluent, seeks new, fresher life in a multitude of fields. Found a job managing the wine department at a local Trader Joe’s, expanded into event and party wine hosting. Focusing on […]

Guest Poster: Chip R. Bell Chip R. Bell is a renowned keynote speaker, customer loyalty consultant and best-selling author. His newest book is The 9½ Principles of Innovative Service (www.simpletruths.com). He can be reached at www.chipbell.com.  One Sunday evening at my computer, I was online ordering promotional visors from Stitch America in Bremen, Georgia. I had selected the […]

We interrupt our regularly scheduled Monday content for the Memorial Day holiday here in the United States. Each citizen observes and celebrates Memorial Day in their own way. Today, I will simply shine a spotlight on two veteran-related charities that I feel deserve more attention. Wounded Warrior Project Vision: To foster the most successful, well-adjusted […]

Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Unfortunately, things did not go as planned. The signup process went well. I entered my credit card number for the $8.00 WiFi […]

Make each caller feel better for having spoken with us. Ann Hastings, mom and founder Hastings Humans is a customer service call center in Austin, Texas. It’s different from many other call centers in that it’s a family-owned business. This ‘original start up’ was founded in 1948 by Ann Hastings and is now run by […]

Meet Jodi Beuder! Jodi believes customer service exists not just outside the company, but inside, too. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in an office or out in the field.” With over 17 years in Marketing Executive roles, Jodi has dedicated her career to […]

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. Jeff recently launched his new customer service video training series with lynda.com, and I […]