There are at least two dimensions to serving customers. One involves technical or process proficiency and the other is emotional connection. Take a look at this [humorous] YouTube video to see what I mean. The first dimension is technical proficiency,
Is Great Customer Service Ruining Your Business?
I make my living serving customers so this may seem like an odd topic. Done well, delivering a quality experience to customers can be an engine for satisfaction, retention, and growth. Done poorly, it can also cause organizational misalignment and
The Key to Unlocking 3 Customer Secrets
Some of the most crucial customer conversations never occur because customers keep secrets. Unfortunately, if you knew the secrets (and their answers) you could maintain and grow your customer base, increase revenue per customer, and innovate in meaningful ways. Starting
Walmart’s Customer Service Renaissance
It is difficult to argue that Walmart offers ideal customer service (Forrester’s 2011 Customer Experience Index report rated Walmart near the bottom of 30 retail stores). Nonetheless, Walmart is leading a customer service renaissance through its sustainability initiative. How? Walmart