As a professional speaker, I often share stories and examples of companies that deliver great service. One company that’s easy to talk about is Singapore Airlines. Profitable every year since the beginning, … Read More
Tag Archives: case studies
Amazon does not ‘deliver customer service’, they build powerful partnerships.
Yet another customer satisfaction survey has rated Amazon as #1 among all online retailers. Amazon’s customer service has always been recognized and applauded as world-class. This is remarkable, especially since it is … Read More
A timely lesson from Southwest Airlines. Do your employees see “The BIG Picture”, too?
Another company consistently in the news for providing great service, besides Amazon.com, is Southwest Airlines. Their inspirational hero pilot story made headlines across the globe last week. The best service isn’t necessarily … Read More
How Singapore is meeting a national service challenge
Singapore is a unique and extraordinary island. The country has no natural resources other than its people and location. It takes less than an hour to drive from one coast to the … 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 … 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 … Read More
Airport Avatar Enters Brave New World of Customer Service
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 … Read More
Living Globally, Contributing Locally – The Expat Living Interview with Ron Kaufman
This interview was originally published in EXPAT LIVING Magazine, and written by Monica Pitrelli. Struggling with bad service? Yeah, us too. But before you unleash on the next bumbling waiter or clueless … Read More
11 Lessons from Microsoft’s Initiative to Create a Sustainable Service Culture
Guest Post by Tom Moran Director, Customer and Partner Experience, Microsoft Operations Microsoft Operations manages a huge portfolio of ever-changing products, business units, customers, clients, and partners. Here are few tactics that … Read More
Can You Really Overhaul a Nation’s Customer Service Culture? Part One
In a harsh global economy, great service is the price of admission. Companies whose cultures aren’t built around the ability and the willingness—no, the eagerness—to delight the customer won’t survive. You know … Read More