November 10, 2016 I am in Japan this week meeting with my global board of advisors group to discuss 2017 strategy and business trends. Since I have never been to Japan, I decided to take a few days in advance to see the sights. Following the advice of the [...]
Start with building a customer service culture with your employees to give your clients reason to come back and refer you to others. Although we work on many topics impacting manufacturers and distributors, we have found that the most popular - and vital - is customer service. Prior to [...]
August 11, 2016 When I've needed customer service the most, Staples has been there! A while back, my house burned down. When that happened, the manager of the local Staples went WAY out of her way to help dig up old invoices to assist with the arduous accounting process. [...]
July 10, 2015 I've seen a few examples of the power of customer service this week, and it propelled me to write on what a huge impact it can have. For example, I participated in 3 full days of ERP demonstrations in order to provide expertise on which sofware [...]
Differentiate your company with first class customer service. Have you ever seen a company that provides consistent, exceptional service for its customers that has unhappy employees? I never have! From my view, it is not possible for longer than a short-term time frame. On the other hand, if you [...]
Believing you understand your customers’ needs can differ vastly from what they actually want. In the end though, the customer gets what the customer wants, whether from you or your competition. As I thought about an appropriate topic, I was reminded of the importance of starting with your customer. [...]
Create a work culture where the customer’s needs come first to ensure project management success. In today’s new normal business environment, customer service is pivotal in project management ONLY if you want to ensure success. According to my firm’s recent research report, Amazon Effect, which covered the role of [...]
Published December 26, 2014 There have been a few times in the last day where I'm reminded of the value of customer service. There is an art to success. It is not merely the words spoken. Instead, it has to do with whether the person seems to truly care [...]
Customer service is no longer just a department. A thriving business will pay full attention to all customer points of contact and ensure positive experiences. Companies that create loyal fans of customers thrive and leave the rest in the dust! This has never been truer than it is in [...]
