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That little extra…

I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers...

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Southwest Airlines crowned the best customer service provider

Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their...

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Does your customer feel like a guest or a nuisance?

Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as though...

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Service Elevated!

Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion had...

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The difference

Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course, critiquing the...

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Provide the unexpected

This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these...

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Image may be NSFW.
Clik here to view.

That little extra…

TweetI’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers...

View Article

Image may be NSFW.
Clik here to view.

Southwest Airlines crowned the best customer service provider

TweetEarlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their...

View Article


Image may be NSFW.
Clik here to view.

Does your customer feel like a guest or a nuisance?

TweetMany companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as...

View Article


Image may be NSFW.
Clik here to view.

Service Elevated!

TweetOver the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion...

View Article

Image may be NSFW.
Clik here to view.

The difference

TweetLike many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others, speaking and writing about it and, of course,...

View Article

Image may be NSFW.
Clik here to view.

Provide the unexpected

TweetThis post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps you have encountered one or more of these...

View Article
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