I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to participate in many of their campaigns and feedback, wearing the customers’ hat. It has...
What sets apart satisfactory customer service and flawless customer service? When a client walks into your office or when a customer enters your store, they want to be treated kindly. They want to have their questions answered and their concerns addressed. These are...
I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
Most days, I don’t find myself wearing any belt, let alone a Six Sigma black belt. I am only an “armchair” Six Sigma observer; I have not spent hours in manufacturing environments learning about Six Sigma. I do, however, have a curiosity about process improvement, a...
Providing service to customers is not as hard as some make it seem. It does take diligence and effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight...
Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...
