Hear that steely twang bouncing around? No, you didn’t stumble into a bluegrass convention, or a Steve Martin concert (yes that same Steve Martin is...
The Apple Watch, the revamped Apple Store and you: customer service tips from the world’s most valuable brand
In the name of science, dedicated solely to your education and edification, I willingly sent myself back in time. Flung through history’s aching jaw,...
Can rewriting your mission statement transform your customer service?
An army of one, a behemoth business of 10,000, or a team somewhere in between—every company needs a distinct mission statement to define, defend and...
10 steps for making a huge impact on your customer service
How do you talk about, and to, your customers? What phrases do you use to communicate with customers, and what do you call them behind...
The (not so) secret strategy these 10 customer service legends share
If you plan to thrive in the era of the customer, now is the time to improve your customer service. Regardless of how your customers...
2015: The year of the customer
Good riddance 2014 and hello 2015. A new year, new beginnings, an opportunity to reflect on the past year and set goals for the next one,...
The most painful customer service moments of 2014, and how you can avoid them in 2015
Because you are a consummate overachiever and haven’t read enough year-in-review lists yet, I bring good tidings—and one more list—to you and yours on this...
Customer service centered around customers, not software. Now that’s zen.
We all know that guy. When he first burst on your social circle’s scene, he was a refreshing change of pace. He was cool. He shared great stories....
The customer service lessons we must all learn from that Comcast call
By now, you’ve probably heard the call that hijacked the Internet last week. If not, let me warn you. It is painful – incredibly painful. ...