Ideas for Organizations Ready to Change
Practical thinking on customer service, leadership, culture and the people who make change happen, drawn from nearly three decades of client work.
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Insights & Lessons From the Field
Top 10 Strategies for Providing Outstanding Customer Service
Outstanding customer service is no longer a “nice to have”—it is a critical driver of customer loyalty, brand reputation, and long-term revenue...
Why Succession Planning Is Critical for Long-Term Business Stability
Succession planning is often overlooked until a leadership gap creates disruption. Many organizations focus heavily on short-term growth, daily...
Building a Culture That Sticks: How to Lead Change Across the Entire Organization
Company culture is not static—it evolves over time. As organizations grow, merge, or respond to external pressures, the culture that once defined...
Customer Service & Culture Training Programs to Boost Profitability
In today’s competitive marketplace, customer experience is the key differentiator between thriving businesses and those that struggle to retain...
Why Cultural Change Training is the Key to Customer Loyalty
In today’s highly competitive business world, customer loyalty has become one of the most valuable assets an organization can build. Retaining...
Building a Service-First Culture: Why Customer Service Training Matters
In today’s competitive marketplace, products and prices are no longer the only differentiators. What truly sets successful businesses apart is their...
Customer Service Experience – The Container Store
Blog 6 in series: Our Customer Service Stories and the Lessons that they Teach I recently had a great customer service experience at The Container...
Bad Service Experience
Blog 5 in series: Our Customer Service Stories and the Lessons that they Teach It was a smooth morning at the tail end of a business trip heading...
A Great Customer Service Encounter
Blog 4 in series: Our Customer Service Encounter Stories and the Lessons that they Teach I have no less than 10,000 terrible customer service...
Service Matters
Blog 3 in series: Our Customer Service Stories and the Lessons that they Teach What defines great customer service? To reach the upper echelon of...
Bad Service is Bad for Business
Blog 2 in series: Our Customer Service Stories and the Lessons that they Teach It’s almost 2017. I can’t believe it, can you? Every passing year,...
An Outstanding Customer Service Experience
Blog 1 in series: Our Customer Service Stories and the Lessons that they Teach “A successful marriage requires falling in love many times, always...
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