Happy New Year! As we close out the year and begin a new one, I thought about what has been trending over the last year or so and what will be important for us to consider as we move forward. Here are just five, but I think a very important five, trends to consider. Your […]
Earlier this year, Harvard Business Review ran an article with the headline, “Your Company Should Be Helping Customers on Social.” I think that sums up the bottom line very well: You should be offering great customer service with social media. However, it does leave some details to be filled in and that’s where the picture […]
It’s unquestionable that many large businesses are giving superb customer service and that’s why I’m so dumbfounded when I encounter the opposite. Here are two examples: As I prepared to leave a hotel recently I called for a bellman and requested a taxi. I waited for 15 minutes. Cue the crickets. I eventually wrestled my […]
Remember when UPS was going with the slogan, “Moving at the speed of business”? It wasn’t a bad slogan. However, marketing experts say that when UPS dropped “Moving at the speed of business” and adopted “What can brown do for you?” as a slogan and center of its marketing campaigns, the company hit a homerun. […]
If you follow my work, you know that I believe that customers should be treated with dignity and respect, even when they’re wrong (and yes, they can be wrong). But what about when the customer is right and you are wrong? Or when they have a simple request? When it comes to giving in to […]