Tag Archives: Customer Service

Taking a Great Customer Experience to the Remark-able Level


Yesterday, I talked about the need for a feedback loop to insure you stay on track with your goals. Today, I experienced one that a vendor used that will keep his organization focused on their customer loyalty goal. It was fast, simple, and very effective. Continue reading

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Profits Thru People – Action Steps – Part II


Major in the Minors. Pay attention to the little details. What do your customers see and hear the first time they visit, and what do they see or hear the 10th time they visit? Continue reading

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Profits Thru People – Action Steps – Part I


At our recent Profits Thru People Workshop we presented the bottom line benefits of focusing on four topic: Employee Engagement, Customer Retention, Little “l” Leadership, and Servant Leadership. Here are the action steps the group came up. Continue reading

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Too Big To CARE


Rick’s Law of Customer Service: For each 10% increase in scale, customer service drops 1%. Continue reading

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Outside In planning


It’s January 3rd, and I am already re-doing most of my 2013 goals. Not all of them but enough to make we wonder, “What was I thinking?” The reason for the re-do’s: Too many of my goals focus on me. I … Continue reading

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The Road to Freedom Is Closed for Repairs


Failure to think about your customer first is a classic mistake for any organization. Continue reading

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Claiming to offer Customer Service without phone service


The next day, we start getting phone calls from claimants asking how to get in touch with the local claims center. Guess what? The new claims centers do not have phone service. Seriously. Continue reading

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