by wiadmin | Jan 19, 2021 | Customer Loyalty
It is a question I get a lot from customer service leaders. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings. When I outline a number of possible...
by wiadmin | Feb 12, 2019 | Leadership
Parking lot. We use it in the meeting management world to mean an agenda item that is tabled for later discussion. It is generally posted on a sheet of flip chart paper, taped on the meeting wall, and then placed on the agenda of the next meeting so it is...
by wiadmin | Dec 26, 2018 | Leadership
“If I had asked customers what they wanted,” Henry Ford is rumored to have said, “They would have said faster horses.” Now, before you fire your market research person, it is important to remember Henry Ford’s arrogance about customers also lead him to chide,...
by wiadmin | Dec 4, 2018 | Customer Loyalty
“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote the late Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two...
by wiadmin | Oct 7, 2014 | Customer Loyalty
When I was in high school, I sang in the high school glee club. One song I recall was called, “My Grandfather’s Clock.” Written by Henry Clay Work in 1876, the most dramatic lyrics of the song were found in the second verse, “It was bought on the morn of the day...
