Awaken the Force: Six Powerful Commitments for 2016
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…
So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more…
The Cost of Serving Well
It was such a thought-provoking question. In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?” Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store. After…
Rewarding Complaints – Interview with Gautam Mahtani
Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable voice of the customer intelligence how would they get in contact with you? What are the phases of that…
Five Points for Perfecting Customer Interactions
Recently I sent an email inquiry to two organizations of varying sizes from which I had an interest in their services. Both responded to my emails in a timely manner. The message from one organization was personal, robust with information, and warm. It was written by a specific individual, or perhaps generated to look like…
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