Completing Tasks Versus Creating Experiences – Pike’s Place Fish Market
In this video I showcase the world-famous Pike’s Place Fish Market as an example of taking a routine task (selling fish) and turning it into an experience that delights customers.
View ArticleWhen an Employee Just Isn’t Cutting It
One of the most challenging situations that faces any leader is having to deal with a wrong fit employee. Leaders should, of course, give the employee a chance to improve through coaching, additional...
View Article“In the Moment” for Customer Service
The only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” If we’re not in the moment, we miss the visual, verbal, or even written clues...
View ArticleMaking the Experience Easier For the Customer
In this video I address the question: Are you making things easier for yourself or easier for your customers?
View ArticleThe Uber Experience
In this video I discuss my recent experiences with the Uber ride-sharing service, and how they’re changing an industry by creating an outstanding customer experience.
View ArticleThe Fundamentals of Excellent Customer Service
In this video I focus on the core expectations our customers have of us, and how that knowledge can help us deliver excellent experiences.
View ArticleGuest Post – Leading Innovative Service, by Chip Bell
Customer service and business expert Chip Bell has long been an influence on my work. His many books and articles reflect a true understanding of what makes businesses and their customers tick. And I’m...
View ArticleWhy Your Customer Service Should Influence Customer Engagement
I hope you enjoy this guest post from Monika Götzmann of Miller Heiman Group. Why Your Customer Service Should Influence Customer Engagement – by Monika Götzmann Engaged customers are extremely...
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