He had a cow head on the truck and a sign that said “You wave and I’ll moo.”That was Stew Leonard’s grandfather who delivered milk from this truck. If you’re not from CT you may not know that Stew Leonards is the legendary grocer in CT. The company’s leadership style may be considered as wacky…
Journalist, Emily Yellin, author of “Your Call is (not that) Important to Us” in 2009 traveled all over the world to talk to people in call centers and their customers told wonderful stories of companies that are finally paying attention to the details of business that matter to customers. From recording an initial greeting for a…
“I’ve been on my case” said Judith when we spoke today.
Judith called to involve me in a joint venture, and in the course of the conversation she used the phrase “no problem” seven or eight times. It was a pleasant, interesting conversation. She was an engaging and intelligent woman who knew her stuff, and as the conversation went on I kept getting distracted as I noticed the little hairs on the back of my neck wiggle every time she used the phrase that began with “No.”
Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…
The customer’s opinion is more important than it ever was before. 71% of people said they take a friend’s recommendation for a product or service. Customers today are involved and engaged in a way never before possible and it’s changing the game. For the better, I think. The customer’s in charge and the customer…
National Customer Service here in the US began on Monday Oct 4th.
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Happy Customer Service Week! Enjoy!
Last week I was having dinner with a colleague in Miami. A wonderful Italian restaurant on the inter-coastal waterway. Good food, good company. In the rustic tradition the white napkins resembled kitchen towels – thirsty but – uh fuzzy. Absorbed as I was in the food and the conversation I didn’t pay much attention to…
Oh brother. Now I’ve heard everything. Someone please tell me how cutting thousands of jobs at Sam’s Clubs is going to increase customer loyalty? http://www.examiner.com/x-35524-Boston-Populist-Examiner~y2010m1d30-Walmart-to-cut-11000-Sams-Club Looks like a cost cutting effort to me. If someone can shed some light on this please do. Are the employees of the sub-contractor be any more likely…
Like many of the attendees at the NACCM Customers First conference I was excited to see Michael Tchong (www.ubercool.com) as one of our closing keynotes. Michael (besides being ubercool is uber informative and engaging in his presentations. He playfully engaged the audience and kept us involved in his thoroughly well done peek at the future…
So the afternoon at the NACCM Conference – after a lovely lunch in the sunny courtyard – was spent in the Uber Loyalists track talking about my favorite topic – creating the emotional attachment we call loyalty. Marti Beller of the Affinion Group shared her experience on Customer engagement and its many benefits. She confessed…
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