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In the topic 'Customer Service'


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Most Brand Management is Misguided and Makes Things Worse

Many organizations are making major investments in external branding. But often less attention or investment is made in improving the organization’s internal effectiveness. If frontline staff isn’t living the brand, customers’ raised expectations are dashed and their anger and cynicism grows. One of the biggest reasons frontline staff can’t live the brand is because operational, […]

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Attributes of Cynical and High Service/Quality Cultures

“I owe, I owe, so off to work I go.” “Work sucks, but I need the bucks.” “I’d rather be fishing/sailing/golfing/…” Surveys show that these phrases express the feelings of a growing number of frontline performers today. Too often these contagious feelings spread throughout a team or organization. How many of these attributes of cynical […]

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Are You Seeing Through the Eyes of Your Customer?

It’s all about perception. Eons ago the ancient Greek Philosopher, Epictetus, mused, “What concerns me is not the way things are, but rather the way people think things are.” We so easily mouth the words “perception is reality.” But do we seek out and work from our customers’ reality? Or do we tend to dismiss […]

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Whose Definition of Customer Service Are You Using?

Customer service and quality is highly talked about and rarely delivered. Consequently, many companies pay a high “marketing tax” to counteract damaged brand perceptions and bad buzz from poor customer service. Part of the problem is because service/quality is a very slippery concept. It’s exasperatingly difficult to define and a source of great confusion to […]

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Turning Your Organization Upside Down

After listening to an angry customer vent his dissatisfaction with the organization’s service, a supervisor replied, “If it’s any consolation to you, we treat our employees worse than we treat our customers.” You’ve heard it said that no one can serve two masters. In too many organizations with their traditional top down hierarchy, that means […]

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Put Employees First to Delight Customers

How can apathetic or disengaged frontline servers produce happy customers? Some exceptional employee will delight customers despite how they’re treated by their boss or the organization. Most don’t. The vast majority of employees directly reflect the care and service they experience every day in their team or workplace. “The Secret to Delighting Customers? Put Employees […]

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Why Smart Managers Master the Art of Listening Well

Being market-driven and customer-focused relies heavily on the ability to listen effectively to customers, and frontline employees.

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Three Basic Steps to Focus on Customers and Partners

We have found that customer and partner focus can be boiled down to these three broad steps: Identify current customers and partners, prioritize expectations, and gap analysis.

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The View from the Front Line

Customer-focused organizations build internal communication processes around the valuable players that deal directly with the public.

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That Empower Word Again

We can't build a team or organization that's different from us. Successful team or organization leadership begins with successful self-leadership. The first step in improving my team or organization is improving me.

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Organization Structure Limits or Liberates High Performance

Improvement planning, process management, teams, skill development, and the like are either constrained or boosted by our organization's structure and support systems. If we are unhappy with the behavior of people on our team or in our organization, we need to take a closer look at the system and structure they're working in.

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More is Said Than Done About Improving Customer Service

"Customer demands are getting harder and harder to meet. That's great because it's getting tougher for our competition to survive." — Comment from the CEO of a very successful company.

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Innovation Means Looking Beyond What Is to What Could Be

We need to manage the paradox of paying close attention to closing today's customer and partner performance gaps while we explore, search, and create tomorrow's new markets, customers, and partners.

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Innovation and Organizational Learning Pathways and Pitfalls (Part 3)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success

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Innovation and Organizational Learning Pathways and Pitfalls (Part 2)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.

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Innovation and Organizational Learning Pathways and Pitfalls (Part 1)

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization's pathway to success

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Getting it Together: Integrating Customer Focus

Change direction from internal to customer focus, functional to horizontal management and management-centeredness to total involvement.

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Don’t Promise Too Much

Promise a little and deliver a lot, and ensure expectations match your delivery capabilities. Service reputation keeps customers coming back.

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Customer Satisfaction is a Reflection of Employee Satisfaction

A company's external customer service is only as strong as the company's internal leadership, and the culture of commitment that this leadership creates.

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Customer Intimacy and Empathy are Keys to Innovation

Through living in and empathizing with our customers' world, our innovation leaders focus the organization's development capabilities on solving problems or meeting needs that our customers may not realize could be done.

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