Tag Archives: Customer Service
3 Customer Service Touch Points You Have to Get Right
A few weeks ago, JD Power released its list of 2012 Customer Service Champions. I found it interesting that there were three airlines on the list. You don’t usually think of the airline industry as customer-focused. Yet three airline companies …
9 Questions Every Business Model Should Answer
One of the most important strategic planning tools every company must have is a well-written business plan with a winning operational model. Well-constructed operational models answer nine key questions with a resounding ‘yes.’ Some small companies mistakenly think that only …
How to Make Your Company More Likable
The latest buzzword in our marketing vocabulary is “likeability.” There has been a noticeable shift in the way companies communicate with customers. Social media and a renewed focus on service put unprecedented word-of-mouth power into the hands of our clients …
Why Your Customer Service Sucks
Customer service is the new luxury. I’m convinced that the company that owns the voice of the customer and uses it to build an organizational culture that focuses on delighting the customer through uncommon service strategy will own the marketplace. …
Customer Retention is a Business Strategy
I think sometimes we focus so hard on getting new business that we lose sight of how crucial it is to keep existing customers coming back for more. Customer loyalty is one of the strongest indicators of how healthy your …
Extreme Customer Focus
By: John Spence I have some very strong beliefs about what I feel it takes to run a highly successful business. For example, I am completely convinced that whoever “owns the voice of the customer” and uses that information to …
Do you truly add value?
By: John Spence When times were good and money was flowing fast it was easy to generate business without a high level of differentiation or an incredibly strong value proposition. But now that the economic times have gotten tougher and …
Your Employee Is Your Most Important Customer
If you considered the people that worked for you as your largest and most important customers, would you behave or see them any differently than you do today?
