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helloChange Implementation Does Create Customer Experiences
Change Implementation Does Create Customer Experiences

Change is a natural part of any vibrant enterprise. New services or products can certainly contribute to a company’s bottom line. An important item to consider when making changes is the implementation strategy necessary to ensure a positive impact on both customers and employees. My Dad had a saying when I was a kid – […]

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helloSilence is not Golden in Customer Service
Silence is not Golden in Customer Service

I have witnessed this phenomenon more than once during both my corporate career and as a consultant. Team meetings are conducted without employee input. Even when prompted with “Does anyone have questions comments, employees are reluctant to speak up. The one sign that employees are either afraid of what may happen should they speak up […]

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helloDetox Your Culture for Better Customer Service
Detox Your Culture for Better Customer Service

As a consultant, I get the opportunity to spend hour upon hour inside client companies interacting with employees at all levels. The one thing that stands out most is the different company cultures and the impact on the customer’s experience. I have witnessed employees interacting with one another in a jovial manner. I have also […]

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helloVendor Performance Standards
3 Reasons to Create Vendor Performance Standards

Vendor Performance Standards It’s common for businesses to engage vendors to provide services to their customers, and it is crucial to set vendor performance standards. These vendors may interact with your customers by providing product delivery, performing tasks at your customers’ sites,or acting as a communications point. Their role is critical to your company’s success. […]

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