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...
View ArticleExcellence
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...
View ArticleThe 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...
View ArticleEngagement 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...
View ArticleHave 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...
View ArticleFollow 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...
View ArticleThe 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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