Category: Customer Service

“You have to hire right, train right, manage right and always work at creating a customer focused culture.” – Shep Hyken Adopting a culture focused on customers is no longer a passing fad or only a nice to do – it is what will gain a leading competitive advantage for any company, irrespective of size.…

“If people believe they share values with a company, they will stay loyal to the brand.” – Howard Schultz The converse of the quote is true and becomes the reason that companies lose customer trust. Sadly, companies seem consistently focused on making sales and forget a very critical part of business – gaining customer trust.…

“We all make them, the difference is what we do after we make the mistake, how we see the mistake – a learning experience or a failure.” – Catherine Pulsifer Making mistakes is possibly the most obvious sign of being human and that would make many businesses ‘too human’ at times. The most common are…

“The customer may not always be right, but they are always the customer. So, let the customer be wrong with dignity and respect.” – Shep Hyken Every business has customers – obviously. Without customers there is no use of a business – they play the central role in existence and sustenance of a business. Even…

“Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business.” – Christine Crandell While companies may claim that they care about their customers and do whatever it takes to keep them happy, the truth is that very often customer experiences are frustrating and far removed from…

“If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far”. Daniel Goleman In the last exposition, we spoke about…

“Find a way to be personal with your customers and connect with them on a human level.” – Andrew Reid Why is staying connected with customers (or anyone for that matter) so vital? We cannot repeat this often enough – customer needs and expectations change fast and unexpectedly, and without staying connected, it would be…

“A brand is what a business does, reputation is what people remember.” – Ted Rubin With the surge of social media and on-line business, it is obvious now that even one unhappy customer can ruin reputation. That one negative comment, post, picture evidence, or all of these would be enough to hurt a company and…

“There are only three measurements that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow. It goes without saying that no company, small or large, can win over the long run without energized employees who believe in the mission and understand how to achieve…

“Asking the right questions takes as much skill as giving the right answers.” – Robert Half When you meet someone for the first time, asking questions is inevitable – they are required to understand a person. Business relationships are the same. In order to build strong ones and sustain them, it is important to get…