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Act of kindness goes viral – Who is Mikki?
The story - a boy was visiting his grandmother in the hospital. Terribly ill with cancer, she complained that the hospital’s soup was lousy. If only she could get a bowl of her favorite clam chowder...
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Satisfying the customer pays $$: Service Aptitude Test: Coach Ron Arndt
Satisfying the customer pays big dividends – Another report just came out demonstrating the financial benefits that companies with high customer satisfaction have over everyone else in their industry....
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EVERYTHING is your problem, Need your suggestions
EVERYTHING is our problem - Write it down. “EVERYTHING is our problem.” Say it out loud. When businesses take the “it’s not our fault approach” there is only one solution: threaten and punish the...
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10 Most Hated Companies; Café charges rude Customers more
A Rude Customer Tax – One business is charging rude Customers five times more for a cup of coffee than those who are more polite and say ‘hello’ and ‘please.’ A cafe owner in France has finally had...
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Russia’s Customer Service Overhaul; Your Director of First Impressions
Director of First Impressions - In a professional office environment, when you might get less than a dozen scheduled visitors a day, a great and easy Secret Service system is to display a sign...
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Top 8 reasons why your Customer service may be failing
The top 8 reasons why your Customer service may be failing 1. Lack of Executive Sponsorship - It is a proven fact that any big initiative, project, or revolution has to have the support of the...
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Can you really make price irrelevant?
Can you really make price irrelevant? I love the phrase Making Price Irrelevant, especially because it sparks conversation and debate. Is it possible to actually make price irrelevant? Absolutely!...
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5 steps to a successful Customer service initiative
Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team frustrated and cynical and...
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Call Centers are dead
Director of First Impression - Often the contact/call center is the only interaction Customers ever have with companies, which would then make sense that organizations should ensure they have an...
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How to make Customers fall in LOVE with your brand
Biggest Advantage – Let’s talk about a word that is not used regularly, or comfortably, in the corporate world. That word is LOVE. While it isn’t spoken, it is what all executives want: People to LOVE...
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Hootsuite gave it away free and ended up with 5 million Customers
Give it away and they will pay later - Recently the founder of HootSuite, Ryan Holmes, wrote an article titled, “How to Get 5 Million Customers with Zero Ad Budget,” and shared that for the first three...
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