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Recent Blog Posts
Build a Superior Service Culture
The problem with Customer Service Training Many organizations spend heavily on service training and wonder months later why no substantial improvement has been achieved.
Service Leaders Shape the Flow
Every culture shares a common language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep ...
A Common Service Language – Essential But Uncommon
A common language enables effective coordination of action. Software developers use common terms, like bug reports and freezing code. When new software comes out, they ...
“Sorry” is a start. But Toyota needs a higher gear to achieve service recovery
Regardless of whether Toyota was slow, ignorant or delusionary to the faults in its vehicles, one thing it has finally done is to say “We ...
Eight ways to get close to your customers (and learn how to improve the customer service experience you provide)
Want to add more value to your customers? Be sure you know what to add! Here are eight proven ways to get close to your ...
How Does Singapore Airlines Fly So High?
Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top customer service and in-flight quality. Here’s how they do it.
Customer Experience 1.0 to 6.0. Where are you today?
Improving Customer Experience (CEX) is vital for success. While the term is common, maturity in this area is not. We classify an organization's attitude and ...
One bad Apple threatens the cart!
The internet is awash with reports of problems with the iPhone 4, the most common being a design flaw with the antenna that leads to ...
Customer Focused Surveys: Six ideas to gain success, eliminate waste and increase customer value (Part One)
Customer focused surveys and other feedback mechanisms are commonly used to assess customer satisfaction and loyalty. In some companies, however, surveys can become entrenched and ...
Marketing What Matters in Service
The issue is not whether excellent customer service is good marketing, or if marketing should be approached as a form of service. The more important ...
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