Service Untitled

JUNE 1, 2011

Len Berry of Texas A&M University first told this story twenty years old. But, it still holds a very valuable lesson. Don’t assume you know what your customers want or need without asking! Especially today when their needs are constantly changing. The new manager of the Chicago Marriott was going over year-end budget requests and came across a $20,000 line item to upgrade the black-and-white television sets to color in the bathrooms of the rooms on the concierge level.

Sports 46

Sports Retail Customers Consulting 46

Very Best Service

MAY 31, 2011

'The farming community knows a thing or two about delivering real results despite unpredictable and changing market conditions. The parallels which exist between agriculture and customer service and marketing are not used enough and yet they could assist in the design and delivery of a clear customer-focused strategy. Chose the best food to grow, select the crops, prepare the soil, plant the seeds, use (or not) fertilizers, provide water when needed, harvest, select, calibrate, taste, store.

Customer Service Training 40

Customer Service Training Training Customers Customer Service 40

Service Untitled

JUNE 2, 2011

I saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43

Service Untitled

MAY 31, 2011

In the Sea of Cortez , John Steinbeck describes a fishing expedition: “The Mexican sierra has 17 plus 15 plus nine spines in the dorsal fin. These can easily be counted. But if the sierra strikes hard on the line so that our hands are burned, if the fish sounds and nearly escapes and finally comes in over the rail, his colors pulsing and his tail beating in the air, a whole new relational externality has come into being—an entity which is more than the sum of the fish plus the fisherman.

Metrics 41

Metrics Chief Customer Officer Report Culture 41

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