I feel strongly about developing relationships with customers which I believe, in turn, develops loyalty; customers who remember, refer and return. So I’m often on the look out for other’s opinions on the topic. This morning I read a post by Susan Abbott entitled Loyalty or Loyalty Programs: There is a Difference. She gives a great [...]
You’ve seen them, haven’t you? The signs that shout out all of the rules before you even say hello? Once you enter, you might find more signs: No refunds No credit cards No personal checks No substitutions or exchanges No, No NO! You wonder if they will say no to cash. Signs like that set [...]
Our tour was jam packed with activity and along the way our tour guide, Ellen, gave us little insights into the minds of Italians. We also learned a few of our own. Here are three I learned the day we visited the Coliseum, Roman Forum and St. Peter’s Baslica: 1. Make eye contact with Italians [...]
I just finished writing a short document that relates seven customer service concepts to familar fairy tales. We all strive to provide superior customer service and several companies (i.e. most) claim they provide an excellent customer experience and yet few deliver on a consistent basis. So that’s why I thought I’d take the [...]
Peter Kim recently asked several social media/marketing leaders to share their thoughts about the trends for this phenomena in the upcoming year. The 23 page document entitled Social Media Predictions for 2009 holds lots of interesting insights and Peter sums up the thoughts this way: After reading through the thoughts here, some key themes emerge [...]
I must admit; I got angry today. I was getting caught up on my magazine reading and came across an article that appeared in the August 2008 Good Housekeeping magazine entitled “Sorry, That’s Our Policy.” Another title might have been “Nah, nah, nah, nah, nah , nah.” or “How to say I don’t give a [...]
Some people think only intellect counts: knowing how to solve problems, knowing how to get by, knowing how to identify an advantage and seize it. But the functions of intellect are insufficient without courage, love, friendship, compassion and empathy. Dean Koontz Intellectually, we understand the value of empathy; the effort of putting yourself in someone [...]
