Make the Shift from ‘Me’ To ‘We’

The most listened-to radio station in the world is WIIFM, which stands for “What’s in it for me?” Some people throw this question like a trump card: answer with enough for me and you win my cooperation, but if I … Read More

What matters more? What you do, or how they feel?

“See the world from your customers’ point of view” is a catchy and familiar phrase, but not always easy to accomplish. The world view of any other person is influenced by his or her past experiences, current concerns, future hopes … Read More

Want better service? Be a better customer!

When you give a great service, customers appreciate you more. When you give bad service, customers can be a pain in the neck. The other view is also true. When you are an appreciative and considerate customer, service providers will … Read More

A Challenge to Recognize Great Service

It was a busy intersection. My taxi was stopped at the light. Pedestrians walked in front us. Look to the left. I saw a young man walking toward the crosswalk, his cell-phone perched by his ear. He was obviously in … Read More

The Death of Customer Satisfaction

Every day, a quarter of the world’s population connects via Nokia Siemens Networks infrastructure, products, and solutions. The company serves telecommunications providers and partners in every corner of the globe with more than 70,000 employees throughout 150 countries. This giant … Read More

5 Tips to Showcase Your Service Skills in a Job Interview

Service is a key competitive advantage for companies in nearly every industry.  Yet not everyone brings a proactive service mindset to the job. Are you applying for a job that works with customers directly? Or a role that supports customers … Read More

Do Customers Trust You Enough to Accept Your Advice?

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