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When COVID hit the world in March 2020 the world was shut down, and customer service vanished. Was it because of COVID or because companies were thinking only of survival? When I wrote Feelings in 1979, the first customer service program ever developed in the world. I saw organizations spending millions on advertising trying to … Read more
Very few companies understand the power of the Service Strategy. It is the most powerful tool for rapid growth. market dominance and record sales and profits. In the US most firms believe they deliver awesome service and almost no one can name even 5 service leaders. Many spend a fortune on their stupid customer satisfaction … Read more
Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship. People love to hear their names. More … Read more
As we get closer to 2022, the question is will you create and drive a service culture in your organization. Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist. If I call my healthcare provider, Park Nicollet, I will be on hold … Read more
I read many financial releases monthly on service leaders. All my research over the last 40 years shows firms who have awesome relentless customer service do much better than other firms. What was shocking to me is very few firms focused on customer service for their lifetime. In 1979 I saw firms spending millions on … Read more
Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. Those that are-the most customer-service driven, maintain that focus relentlessly. The biggest reason most are not customer-driven is that they are … Read more
With most firms in the world were shut down because of governments worldwide I would think they have a desperate need for sales and revenue. This is not a time to deliver awful customer service. In the last few weeks, I have experienced some of the worst customer service by large and small firms in … Read more
The biggest problem of many CEO’s is that they are not relentless when it comes to customer service. The exception to the rule is Tom Raffio, President of Northeast Delta Dental since 1990. I have been following Tom since 1990 and since I have known him one thing stands out to me and that is … Read more
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