Recent news of JP Morgan Chase’s $2 billion trading disaster provided yet another nail in the coffin of the banking industry’s reputation. For many, the negligence is eye opening, but not because it’s unexpected. It’s simply hard to believe that … Read More
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This blog is an open community for industry leaders, managers and frontline providers to learn about, discuss, and continuously recommit themselves to providing exceptional service.
Together, we can:
- Build Uplifting Service Cultures
- Exceed the expectations of those around us
- Raise the spirit of service providers worldwide
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Guest post by Adrian Gostick and Chester Elton Adrian Gostick and Chester Elton are the authors of the New York Times bestseller The Carrot Principle. Their newest book All In: How the best managers create a culture of belief and … Read More
Today, we tweet about the latest books we’ve read. We let our friends know where we’re eating lunch via Facebook. We Instagram pictures of our latest purchases. We post reviews of the businesses we frequent on Yelp, TripAdvisor, and Angie’s … Read More
In an age when a customer’s unhappy experience with a company can go viral mere minutes after it occurred—and when customers regularly take to the Internet to publicize their great and not-so-great experiences—you understand the importance of superior customer service. … Read More
Travelers coming through the New York City area’s three airports—La Guardia, JFK, and Newark—might soon feel the need to double check that they aren’t walking through the set of a science fiction movie. That’s because the airports are introducing some … Read More
You start your morning running late and sprint into your local coffee shop for your morning cup of joe. As you breathlessly place your order, you notice the barista doesn’t smile at you. She utters a flat, “Here you go” … Read More
Too often, organizations promise satisfaction to external customers and then allow internal politics to frustrate their employees’ good intentions to deliver. It’s important to remember that your customers aren’t the only ones who come through your organization’s door every day … Read More
Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. View more Ron Kaufman keynote speeches now.
The last thing a customer with a complaint wants to hear you say is: “You’re wrong.” What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have … Read More
Read the first part of this blog post here. 7. Voice of the Customer. Key drivers of satisfaction at Microsoft include product quality, value for money, security, accuracy, and speed of solutions. But that’s not everything the company’s customers and … Read More