Now is the time to redefine your culture. When businesses are given the go ahead to open again, for many it will be like starting over. If you weren’t happy with the culture you had, it will be a perfect time to create the culture you want. Delivering a customer experience that wows and amazes […]
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    Most businesses work very hard to market and attract new customers. However, few organizations work as hard at keeping those customers and many of those customers fall through the cracks and don’t come back. Studies show that it costs 5 to 7 times more to get a new customer than the cost of […]
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Tis the season for shopping and some companies are building up that customer loyalty better than others. One store stands out amongst all the others.  Free Fly Apparel is a company that sells clothing made out of bamboo. Not only are their products outstanding quality and fit, but their customer service is superb. Combining a […]
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Service Excellence training for employees in higher education institutions should start taking place now. Before embarking upon another school year, make sure your departmental staff are ready to take on a new year in the life of your students. The first part of the training should remind everyone as to their higher purpose. Why are […]
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I received a letter from my insurance company with the notification that my flood insurance would be cancelled if I did not provide them with an elevation certificate because their records indicated this document was missing from my folder. I called and let them know this certificate was provided to them five years ago when […]
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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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As you begin 2019, it may be a good time to reevaluate the message your business is sending to customers. When I was at Disney, “backstage” meant the behind-the-scenes areas where guests could never go or see. It was where we as cast members could relax, eat, drink, and take our breaks. Backstage was where […]
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