We’ve got to sell our ideas. There’s no way around it. And, we have to advocate for what we are selling. If we can’t, we’re doomed because nobody will believe in us. The catalyst for this, I believe, is a deep desire to make a difference: Our ideas should change lives so profoundly, that people [...]
The two questions at the core of genuine service and innovation
Posted on January 29, 2013 // Leave a Comment
In what ways can we make customer service exciting?
Posted on October 1, 2012 // Leave a Comment
Arie Goldshlager pointed me to a question on Quora: Why can’t customers think of one best company for customer service? In the question he points to a study where people where asked: “What is the best company for customer service?” Answer: Can’t think of one.
Invitation to co-create GREAT CUSTOMER SERVICE manifesto
Posted on July 2, 2012 // 5 Comments
Dear friends of Great Customer Service! Not a day goes by when we are reading horror stories about the state of customer service. Especially, these negative experiences attract a large audience. This has been going on for many years now, but it has catapulted since social media enabled people to speak the minds and reach [...]
6 Obstacles to customer focus paradise
Posted on June 25, 2012 // 8 Comments
A year and a half ago I had a huge customer service issue with Dell. This issue was ultimately fixed for me, but the experience left a stingy feeling. Not to mention a burning desire to change it. Fast forward to an article on the New York Time’s about a guy who is living through [...]
Guestology: How Disney anticipates guests needs
Posted on February 1, 2012 // Leave a Comment
Spotted this question at Disney Institute’s Facebook Fan page: Here’s more in-depth look at how Guestology works: The power or the Disney Magic comes from knowing customers and looking beyond the words being used to figure out how to exceed guest expectations. Something that happens on-site may not be our fault, but it is our [...]
