customer service

Jim Taggart's picture

Are You Passionate or Indifferent About Your Customers?

Stressed Employee 1It was our third and last evening in cosmopolitan Montreal, a city where I grew up in the Sixties and early Seventies. Sue and I decided that we would take the train to Montreal from Ottawa to spend the long May weekend to celebrate our 36th anniversary.

Jim Taggart's picture

No Soup for You! Tales of Amazing Customer Service

Customer ServiceMany, many years ago, when our now four adult kids were wee ones, Sue and I would take the family on adventurous vacations, typically involving tents and sleeping bags. When we look back at those days in the late eighties and early nineties, we scratch our heads and ask whether we were insane. We definitely wouldn’t do it now as older Baby Boomers.

Jim Taggart's picture

Are You a BEST Leader at Customer Service? Get Your Feet Burnt!

BEST PostCustomer (client) service is in the dumps with most companies and publicly funded organizations. We all have our favorite stories of horrendous customer service.

Jim Taggart's picture

Does Your Company Need a Grand Poobah of Customer Service?

big-waiter"I dub you King (Queen) of customer service! Now go forth and rally your troops to make our company the best in how customers are served."

Chief Customer Officer (CCO).

Jim Taggart's picture

Your Call is Very Important to Us!

LL Bean IncHow many times have you heard this statement on the phone: “Your Call is Very Important to Us!”

Or how about the new cop-out phrase that every company seems to be using now: “We are experiencing very heavy call volumes. We appreciate your business. Please hold for the next attendant.”

Jim Taggart's picture

Do You Provide Skunkadelic Service to your Customers?

I don’t know about you, but I detest skunks. I’ve been sprayed in the past while walking my dog, an event I wouldn’t wish upon anyone. Unfortunately, I live in the skunk capital of Canada–Ottawa, Ontario.

The Architect's picture

The Difference Between Good & Great Service

To buy the Johnnie The Bagger book that the video, above, describes, go to

Jim Taggart's picture

Do You Have a ‘Fred’ Working for Your Company?

You may recall a post I wrote a while back about customer service and a fellow named Fred. Meet Fred: A Leader in How to Prov

Clement Fernandes's picture

Surprise Dance On Finnair Flight To Celebrate India's Republic Day

Nice reminder that you need to lead tour organization in a way that allows people to surprise and delight customers. There are too many suppliers of 'grey' products and experiences out there. Your aim is to lead in a way that sets people free to improvise to surprise and delight. That's the only way your organization will be remembered, stand out and/or, as this video has done, go viral.

Susan Radojevic's picture

Are You A CEO Capitalising On Customer Relationships?

A few weeks ago I was watching a Harvard Business Review Webinar about “Customer Relationships” with Fred Reichheld, a ‘guru’ on creating loyalty, and Rob Markey, a customer strategy expert. Both are with Bain & Company. Bain has been studying ‘loyalty leaders’ (organizations) for the past 20 years. What they found is that loyalty leaders achieve faster revenue growth, twice as much as their industry average, while spending 15% less!