Customer Care – Inside and Out

We are all beginning to realize the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs in reason. But are our customers (people external to our company that buy things from us) the only people we should be building long term relationships with? No. The relationship strategy applies externally and internally as well.

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Customer Care and Employee Care Go Hand in Hand

I just returned from speaking at another Inc. Magazine Conference on Customer Service Strategies. I enjoyed three days of learning and networking with some of the best and the brightest minds in the field, and in the entrepreneurial community. There was one thing in particular that was so rewarding for me this year. The absolute recognition and affirmation in almost every session that I attended that without creating an environment where the workers feel valued and good about coming to work, you cannot even hope to deliver a level of service that will build true customer loyalty.

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Use Values to Pull Your Team Together

No doubt today’s leaner organizations can benefit from the power and synergy of teamwork but all too often it’s become fashionable to call every group a team. Organizations rush to anoint departments and committees alike, “teams”, and then sit back to wait for the results, which, without the right kind of training, are disappointing. Fact is, few people really know the difference between a group and a team, or, for that matter the difference between a team, and an effective, high performance team, which takes full advantage of the combined intelligence, energy and enthusiasm of its members to reach their agreed upon goals.

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