The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
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All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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If managers truly want the delivery of excellent service to become a way of life in the department they lead, they must “walk the talk”. But, exactly,what are ways, a manager can do that? Following are seven simple actions for a manager to show in a visible fashion they are committed to customer service and […]
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Ultimately, customer loyalty can’t be bought, it must be earned. One of the best ways to earn that loyalty is through engaging the customer. Engaged customers provide you with an opportunity to wow and delight, and that’s what leads to winning their loyalty. Three ways that can foster customer engagement are: knowledgeable employees, service-oriented employees, and personalized service. […]
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The culture of tomorrow, begins with the people you hire today. The hiring process gives clues to potential employees as to what your culture is like and who you hire will be a reflection of how your employees ultimately treat your customers. Looking through the lens of the job applicant, HR has several opportunities to […]
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  Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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  Changing a culture doesn’t happen overnight. It takes time to get everyone on board and moving in the same direction. Here are six critical areas that must be addressed in order to ensure a more successful implementation of a new culture into the DNA of your organization: COMMUNICATION: The first step is letting everyone […]
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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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