Trust

Take Service Communication to the Next Level

Waiting for Your Email: For the Good of Humanity, Please Reply What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I suspect I’ve been blessed…

Complexly Simple – Success Can Breed Mediocracy

Do you want to sound smart? Then, tell your friends you read a blog this week about how metathesiophobia is bolstered by accomplishment. In other words, people who are successful often resist change. Most of us suffer from at least a smidge of metathesiophobia (the fear of change). Certain things can help the condition – like…

{Guest Post} Customer Service May Be Killing Trust in Your Brand

A guest post by Barbara Brooks Kimmel: Who hasn’t spent, wasted time on the phone attempting to resolve a problem with a company whose brand is meant to enhance, not detract from your life? My guess is you have. Comcast, Verizon, utility providers and particularly health insurance companies are among the first worst offenders. The call…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article