Perhaps the oldest conundrum of all is – which came first, the chicken or the egg? Perhaps the oldest in the minds of savvy leaders is, what is more important, my Customers or my Employees? Many wonderful books have been written about putting the Customer first, and in 1983, Tom Peters and Bob Waterman (in […]
Celebrating National Customer Service Week
I know, it seems like everyone and everything as a “week” or a “day,” yet few seem more fitting to celebrate than our Customers and how we serve them better. As leaders in any industry at any level, we must consider Customer Service as an important part of our job. I know, some of you […]
The 9 ½ Principles of Innovative Service
By Chip Bell My friend Chip Bell has studied and spoken on Customer Service for many years. He has consulted with large influential companies on this topic and written a number of great books on the subject too. Now, his latest book takes Service to a new, innovative level. This book isn’t an academic treatise, […]
Five Ways to “Romance” Your Long Term Customers
Last week, I gave you a metaphor to consider – the idea that we romance Clients or Customers to get them (like a first few dates), but after they are Clients, we tend to focus less attention on them (like 10 years after the wedding). If you want to avoid this tendency, both personally and […]
Romance, Courtship and Satisfying Customers
It’s June – the month of weddings. And since I got married 27 years ago this coming August, I have but a vague memory of the courtship process. Here’s how I recall it: You identify someone you would like to attract (we’ll call them a prospect), and begin selling. You work hard to be noticed, […]
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