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Recognizing and Rewarding Service Excellence

You should take every opportunity you can to review customer success stories in staff meetings and team meetings. By celebrating our customer successes it will help create a customer focused culture...

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Excellence

  Excellence. Always. If not EXCELLENCE, what? If not EXCELLENCE now, when? EXCELLENCE is not an “aspiration.” EXCELLENCE is not a “journey.” EXCELLENCE is the next five minutes. When you put service...

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The Strategic Importance of Cross-Functional Excellence

  Or inside out service! I intend to start using this as a “stand alone” premise for every organization I visit with or talk to. I believe that in most any organization of, say, more than a dozen...

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Engagement Profit Chain

  I recently wrote a blog about Kevin Krause’s new book, Engagement 2.0. In his book he talks about the Engagement Profit Chain which is illustrated below: I believe you can use the above model as a...

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Have You – Top 10

Happy New Year! This time of year many people are reviewing their resolutions. I wanted to share a top 10 list today that I guarantee if you resolve to do at least 5 of them you will learn more about...

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Follow up on What is Important

Yesterday I wrote about the importance of follow up. If you want to create better employee and customer experiences, I challenge you to pick at least 5 of these items to follow up and focus on. I...

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The Sole Purpose of Your Organization is to Create and Keep Delighted Customers

As I have written and talked about repeatedly, I am still amazed at the outright bad customer service in the world today. I will take small data and a great service experience versus big data and a...

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Recognize In The Moment Info Graphic

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