customer service – Page 2 – The CEO Magazine

Is Communication an Asset or a Liability on Your Balance Sheet?

In survey after survey, “communication” makes the top 3 list: why marriages end, why mergers don’t work, why management has difficulty leading employees through change, why employees leave an organization, why customers stop doing business with a firm. Or, on the positive side, great communication is why marriages work, mergers go smoothly, employees embrace change, […]

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Why I Love Repeat Business… And You Should Too

Management, Marketing

Scott Spector AIA, Principal, Spector Group Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them. — E. Edwards Deming We all know the above quote rings true, however time-crunched CEO’s and their senior management teams often fall into the trap of forgetting to

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Leadership is An Echo

Leadership, Management

Chip R. Bell I arrived at the Ritz-Carlton Buckhead in Atlanta late in the afternoon at the end of a week on the road. My dress pants needed pressing for an early morning keynote. Dialing the hotel housekeeping department I was told that someone would be right up to get my trousers. Moments later, a

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How to Achive Customer Affinity? Provide Exquisite Care!

MOVING FROM CUSTOMER SERVICE TO EXQUISITE CARE

Leadership, Management, Sales

When you move beyond providing “customer service” and connect at a deeper level by providing solutions, it allows you to “understand and care.” It takes the customer’s experience to an entirely new level. When you genuinely care for your customer, they can feel it — it touches their heart. You truly make a difference in

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What CEO’s Don’t Know About Lost Customers

Entrepreneurship, Management

Chip R. Bell, author, The 9½ Principles of Innovative Service Organizations struggle to unravel the real reasons their valued customers leave. Most gather explanations as a customer closes an account. What they learn is almost always a tiny glimpse at a misleading symptom and almost never the accurate diagnosis of the true issue. For example, customers

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The Demise of Customer Surprise

Management

Chip R. Bell What would an Easter egg hunt be like if the location of all the eggs were clearly marked with a red flag? How would you like receiving a birthday present without any wrapping or colorful bow to open…just a Post-it note on the box with a handwritten: “Thought you’d like this dark

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Customer Service in the C-Suite

Leadership

Shep Hyken Why should customer service be important to the CEO, or other executive leadership in a company? They typically don’t deal directly with customers. True, but they influence everyone in the company who does. They are the role models that others look up to for guidance. Virtually all employees emulate their actions. In short,

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