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 www.simpletruths.com

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!

Jim Taggart's picture

What’s Your Time Worth as a Consumer?

I’m becoming a pain-in-the ass as I head north of the mid-fifties – a consumer agitator who has become fed up with crappy customer service, over-priced goods and an over-reliance on technology.

Jerry Tarasofsky's picture

Ideas for Leaders: The Gentle Art Of Service

True story about service:

When I’m on the road and presenting at events, I often dine alone – grabbing a quick lunch or breakfast (something healthy) that will tide me over. Unlike other travelers, I tend to eat much healthier when I’m on the road (energy much be high!). Recently, I was at a mid-level family dining restaurant and ordered a standard Chicken Caesar Salad (it’s my default/sure thing). The waitress asked me if I wanted some kind of bread (I could not make out what she saying over the music) or a soup.

Jim Taggart's picture

How to Blow Away the Competition Through Leadership: Why TD Bank Kicks Butt

From Changing Winds

First off, I’ll disclose that I don’t bank with TD (Toronto Dominion) Bank, one of Canada’s Big-Five banks (nor do I own any of its stock or bonds). I bank with Scotiabank, one of the Big-Five sisters, and which provides satisfactory service. As you’ll see in this post, TD Bank has proven itself to be the most innovative bank in Canada.