By Shep Hyken What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise? I Googled the definition of the term brand promise and here is what came up first: A brand promise is […]
By Shep Hyken How important are customer surveys? Peter Drucker’s old saying comes to mind: “You can’t manage what you don’t measure.” Those surveys can give you a lot of data that you can use to improve virtually any part of your organization. There are two important parts to a customer survey that we’re going […]
By Shep Hyken Vince Lombardi is the famous football coach, known for a number of amazing accomplishments as well as always being on time, if not early. It’s the being on time part of what he’s known for that we’ll be covering in today’s customer service lesson. Lombardi used to tell his players that they […]
By Shep Hyken Going the extra mile is an old expression. It describes people who provide better customer service, do a little more than expected and try a little harder. This is a great concept for customer service and is further enhanced by Roger Staubach, the Hall-of-Fame football player who played quarterback for the Dallas […]
You know it’s been a good week for small business articles when one features a 65-year-old handgun and Taser packin‘ grandmother who runs a bail bond business from her home office! Leadership, management and productivity Consumer goods entrepreneur and startups specialist Toby Nwazor outlines five ways small business owners sabotage themselves without knowing it. If […]