Category Archives: Uncategorized
Customer Service Recovery Can Show How Good You Are
Recently I had the pleasure of having lunch with Julia Carcamo (VP of Brand Marketing) and Jim White (VP of Guest Satisfaction) of Isle of Capri Casinos. We had a great discussion about customer service. They shared a true story … Continue reading
Customer Service Rules – The Numbers Prove It
Companies who make customer service one of their priorities not only delight their customers; they also delight their investors. The stock market has been crushed, as of late. I’m not an economist, but I recently found some interesting information that … Continue reading
Humor Can Help Reinforce Rules
The other day I was going through the security line at the airport. The TSA officials were doing their diligent job of getting people to remove metal items from their pockets, take off their shoes, place computers in a separate … Continue reading
Highly Recommended Book By Dan Burrus:“Flash Foresight: How to See the Invisible and Do the Impossible.” My friend Dan Burrus can predict the future. No, he’s not psychic. He observes and learns. Based on his research and observations, he can … Continue reading
Do What Is Not Expected(Another Lesson from “The Cult of the Customer“) I actually first wrote about this concept almost ten years ago. So, here is a reminder, with a fresh spin on it. Most people do what they are … Continue reading
Two Customer Lessons That Work In a Tough Economy April 6, 2009 is the official release date of my new book, “The Cult of the Customer.” Here are a couple of strategies from the book that will help a company … Continue reading
This Product Helps You Keep In Touch With Your Customers First, I want to wish all of the readers a Happy New Year. Now, on to business… I admit that my Blog postings aren’t as frequent as they should be. … Continue reading
If You Do Something Special, Make Sure the Customer Knows About It Sometimes we do things extraordinarily well. Sometimes we do it better than our competitors. When we do, do our customers realize it? I recently wrote about the Mandarin … Continue reading
Legends Are Made From Stories Like This Not long ago my wife and I stayed at a nice hotel in Boston. After we checked out and were at the airport waiting for our plane, she realized she had left her … Continue reading
Training for Customer Service In sports, repetitive training creates memory that is put into action during the game. For example, a tennis pro will practice a particular shot, from a particular place on the court, thousands of times. Once in … Continue reading
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