0

Employees, Customer Service and the Connection

I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again. 

Read More
0

Organizational Culture: It Cannot be Ignored

We have observed the better performing clients on our ServiceConnect program seem to have a different organizational culture.  Often, you can't put your finger on it but there is a palpable difference.  For example, when you walk in the door and meet an employee there is a palpable difference in the way they approach you. Among those clients with better customer service, the employees may be a bit friendlier and go out of their way to welcome you.  More fundamental to a healthy organizational culture (and a bigger thing) is an openness to new ideas and a willingness to give a try to new things.

Read More
0

Am I Emotionally Satisfied?

There has been much research done about emotional and rational satisfaction.  In particular check out Human Sigma.  This book was written by some Gallup consultants and provides some very persuasive evidence about the importance of emotional satisfaction.  I want to share an experience that illustrates the difference.

Read More

SHARE

    

Join our Newsletter

RECENT