In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders, speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity
More...I am a recent Apple convert. I made the painful though glorious switch to Mac in May and moved from Android to iPhone at about the same time. I own an iPad, simultaneously the coolest piece of technology
More...This week, October 3-9, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a thriving free enterprise
More...One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging
More...In customer service, pride is a double-edged sword. Pride in your organization can cause team members to go the extra mile. However, pride of the don’t-disprespect-me variety can cause team members
More...Customer service is one of those topics where it is easy to speak in broad generalities. Sayings such as the customer is always right and service begins with a smile easily convey basic, unqualified principles
More...I have been trying to find a good definition of customer loyalty in this wide world of the Internet, and I have come to the conclusion that 1) no one has figured out how to define customer loyalty or 2)
More...Guest Poster: Kaarina Dillabough It is my pleasure to introduce Kaarina Dillabough, former Olympic coach and current make-your-life-and-business-better coach, as our first guest poster. Kaarina
More...Last Saturday, I wrote that this blog would be changing tack and focusing on the customer service experience. One of the most exciting aspects of this conversion is the launch of the Customer Service
More...Customer referral programs are nothing new. As consumers, we have been inundated with offers for referral perks by everyone from our dentists to our auto mechanics. The reason is simple: customer referral
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