John Goodman, one of the study's authors, recently joined me for a short interview to discuss his new book, the second edition of Strategic Customer Service. This is a must-have resource for any customer service leader who wants to make an impact on their business.
If you’re like me, and you nerd out on customer service data, you’ll love this conversation. Read More
A customer once taught me an important lesson about empowerment.
I was a national account manager for a uniform company that sold hats, jackets, shirts and items embroidered or screen printed with a company's logo. My customer was frustrated by a two-week wait for a product sample. In my inexperience, I meekly tried to explain the limits of our process. I'll never forget his retort:
"Isn't that what they pay you for? Sometimes, you've gotta bend the rules." Read More
Customer service leaders often ask me whether they should create a customer service vision for their team—one that's separate from an organization-wide vision.
So should your team have its own? The answer is it depends. Read More
Andrew Uber, managing director of Culture Insurance Services, hosted a customer service meetup last month at the company's office just outside of San Diego, California. One thing that struck me is how closely Culture Insurance Services follows the steps outlined in The Service Culture Handbook. Here's a summary of what I learned. Read More
You have to buy a lot of stuff when you run a business, even one as small as a single vacation rental cabin. My wife, Sally, and I make purchasing decisions for The Overlook by applying three criteria.
In theory, this narrows down all the options and helps us make the best choice. In reality, searching for a replacement while applying three purchasing criteria took more time than I expected. Read More