It is the season of list making and predictions. There are about a hundred lists out there about how to win with customer service in 2019, and they are written by people of purpose, passion, and intellect. But many of them are neglecting one...
My grandmother used to tell me that if I was talking, I wasn’t learning anything. That’s sage advice because much of what is wrong with service and leadership have to do with a lack of listening to understand. That typically is applied to instances...
Customer Service week begins Monday, October 1st. It’s a chance to celebrate those who serve and their impact on the Guest experience. This is particularly relevant in our experience economy. How organizations treat their teams directly impacts how they will...
Words matter to be sure. Treating your team well is important. What you call them matters. . . to a point. The word “employee” has fallen out of favor recently and been replaced by several different iterations. Many organizations now have...
Organizations seek every day to differentiate themselves within their marketplace and create emotional connections. Often that leads to processes, programs and training – and yet nothing changes in terms of service. Overall Service remains tepid and Guests are...
