Quick Thinking Required
I’m fascinated by productivity. Making things actually happen, instead of pondering endlkessly is a huge step forward for any manager. When I was in Australia recently, I met up with Dr Ken Hudson,...
View ArticleI Changed My Sandwich Shop
I have a Subway just up the road. I kinda like Subway, though when you have the ‘Sub of the Day’ each week, you sure know when it’s Monday. Still it was a nice walk and a nice Sub, so I did it – till...
View ArticleWhat Do Your Customers Want?
Getting inside the head of your customers is a recipe for success. And it takes some thought and actions on your part to ensure that you get the most from these folk, one of your most valuable assets....
View ArticleWhen Customer Relationships Get in the Way
It was written on a sheet of paper. Clear, thick black pen on crisp white paper. It was positioned full square in the glass door – the only one that opened of the two doors available), at the entry to...
View ArticleOne and a Half Ice Creams
It was early lunchtime. The outdoor trattorias were slowly filling up as we looked around for a good place, nothing too extravagant. The first place looked fine, yet despite trying to get the attention...
View ArticleCustomer Complaints – Who Will Gather The Intelligence?
Complaints are a valuable asset to any organization, once you can ensure that your people are willing to play. And to get them with you, they need to know that it’s not personal. There is no greater...
View ArticleCustomer Service Excellence – Cultivating Your Raving Fans
Customers are an asset. Yet how many managers have the insights to make much more of these people that simply completing today’s transaction. They are much more valuable than that. It’s easy to...
View Article10 Things for Managers To Do With a Spare Hour
There are those times when you’ve got your management act together when you reach those ‘One Minute Manager’ (Ken Blanchard) moments. In the first book of the series (there are lots of great...
View ArticleAll About Customer Service – Great Video
The simplicity and focus of great customer service – and how to do it, captured immaculately by the very nice people at StartUpCX… The post All About Customer Service – Great Video appeared first on...
View Article25 Capabilities for Exceptional Customer Service [infographic]
Great visual info on customer service from Customer Service Hero. Go on, pin it up on your wall (and use it, of course!). The post 25 Capabilities for Exceptional Customer Service [infographic]...
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