Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about … Read More
Tag Archives: customer service culture
The Experience Economy
I have just dialed into a large (very large) retail organization to check on a pending order. I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More
Service as a Citizen of the World
Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More
Three Leadership Characteristics for Personal and Cultural Change
Change is one of the few things that is completely predictable in today’s world: there will be more of it year by year, and the pace of change will be faster. Some … Read More
What is the Dollar Value of an Uplifting Service Culture?
How much is an Uplifting Service Culture worth to you? Many people think quantifying excellence in service is an exercise in “fuzzy math”. Do you think so, too? Can you put a … Read More
Think you know your Customers? Think again!
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself these questions, and then think again: Do … Read More