After my most recent blog post, basically giving up on our ability to make a difference in the customer service experience, I read this response from a group member on LinkedIn: This is a great conversation to show how the bar of customer service keeps being set and re-set…lower and lower. That makes it [...]

I am reading the latest Good Housekeeping magazine and had to laugh out loud at a brief article touting a new website and mobile application. The company is called Run Pee. Target audience: post child bearing women or people with a weak bladder who love to go to the movies. Visit Run Pee to learn [...]

In the March 1, 2010 edition of BusinessWeek there is an article entitled“Customer Service Champs: USAA’s Battle Plan.”  USAA provides financial services for military families and they understand their customers inside and out.  They use technology to allow service men and women to deposit checks no matter where they are stationed. They have programs specially [...]

I normally focus on the customer at Make or Break Moments, but today I’d like to shine the spotlight on our NUMBER ONE ASSET – our employees. How we treat our employees and how we make them feel directly impacts how they treat our customers. I remember a store visit I once conducted with Pearle [...]

I’m out of town.  Using someone else’s car.  I don’t know anyone here or where anything is.  Isn’t that the way most horror movies start? So I’m at this after hours marketing event in Fountain Hills, AZ – AMAZING GROUP! and when I leave to head for a restaurant, my friend’s car wouldn’t start.  Crap. [...]

Have you missed me?  I received a call on February 13th that my father was suddenly very ill and I left my home, children and business without a backward glance.  A lover of technology, I hung up the phone and immediately went to my computer to find the first available flight out but it was the Friday [...]

I heard a story the other day that makes me wonder how you would react. A friend of mine is a writer and met with a prospect to discuss the possibility of setting up a blog.  She listened to him tell about his business and  describe what he hoped to accomplish with the blog.  Great guy. [...]

    I love going to Connecting Touch for my monthly massage. I learn more about business and walk away relaxed and refreshed. Today was no exception. The owner, Jack Hayes, was telling me about a new program he’ll implement for the month of February. “I wanted to find a way to give back to [...]

In my newsletter this month I ask this question and then share a shopping experience I had with a big box retailer over the holidays. I was returning two, unopened DVDs for a store credit. I already owned the DVDs and wanted to pick out something different. The scenario went something like this: The sign [...]

When I first opened AllWrite Ink as a freelance writer I wanted my focus to be “writing with the reader in mind.” If asked, most will say “oh, I do that” and yet few really take the time to put on someone else’s shoes and feel what it’s like to walk a mile in their [...]