Uplifting Service Book

Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in …

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How Emotional Judo Can Help You Take Control of Every Conflict

Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with an angry customer, boss, employee, or family member. Something’s gone wrong and they’re about to tell you off. You can feel your blood pressure rising. What do you do?  Try emotional judo. This customer service advice comes from Ron …

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No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

Keep Your Service Improvement Process Fresh and Flowing Voice of the Customer will help you hear what your customers and colleagues want. Service Measures and Metrics will help you track what they need. Service Improvement Process—ensures you will create and deliver both. Service Improvement Process, is not Service Process Improvement. A process improvement increases speed, …

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Five Major Business Mistakes to Avoid in 2014

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.

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