The Customer Service Empowerment Revolution

Customer driven organizations understand first they are in customer service not in retail, banking, health care etc. Then they develop an empowered customer driven work force.

Walk In Your Customers' Shoes: Doing So Will Give You the Information You Need To Grow Your Business

It is the customer experience that determines whether or not you will attract and retain customers. It is the customer experience that determines your sales, your profits—and your success. If you don’t provide your customers with the best possible experience every time they do business with you, they won’t stay with you for long.

Why Creating Great Customer Service Is Essential

Find out the fours steps to Customer Service Recovery. These are essential to keep loyal, over happy customers.

Speed Matters! Customer Service is Social AND Mobile

Companies should be alert to the fact that speed in service is everything!  And customer service is not only social, it's mobile, and apps will continue to be created to help consumers better deal with a company, when that company makes things difficult.

Service Recovery: Four Steps to Customer Loyalty

I am amazed, however, at how many people—from frontline employees to senior executives—do not understand service recovery. If you don’t understand it, you can’t provide it. Here is a real example of service recovery in action. 


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The Foundation of Customer Service
Every one of these tenets is an essential part of high quality customer service. Can your company afford to lose business by missing even one of these basic traits? what's your return on service?


Bad customer service loses money.
Find out how much money your company has lost due to its poor customer service practices with our "Return On Service" calculator.  what's your return on service?