Category Archives: Customer Service Workshops

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Customer Service Workshops Service Marketing

Delivering Great Service Requires a Great Culture

FACT: If we amaze our customers, business will grow. If this is true (and it is), why doesn’t every business make delivering amazing service a top priority? The answer is simple but, if a company has been sinking resources in the wrong areas, potentially costly. To grow business exponentially, the chief investment must be in [...]

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Customer Service Workshops Marketing Service Marketing

Amaze The Customer

I am going to tell you a secret fundamental to business success. Actually, it’s not a secret because we all already know about this principle. Truth is, we have been carrying it with us since childhood but because we’re all so busy, we’ve forgotten how critically important it is. Remember The Golden Rule? You know, [...]

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Doug Iscovitz - one awesome flight attendant!
Customer Service Workshops General Marketing Service Marketing

The 4 P’s of Customer Service

Dutifully the announcement comes over the PA, “This is a completely full flight, ladies and gentleman.”  I can hear the stress in the tone of voice immediately. I can tell that this crew doesn’t love what they do. I’ve heard it many times before. I am writing this blog in realtime. We’ve not yet pulled [...]

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Core Value 10 - Be Humble. Even CEO, Tony Hsieh had time to take a picture with me!
Customer Service Workshops Marketing Service Marketing Social Media

Defining Service and Culture: The Zappos Model

I’ve just returned from a three day Zappos boot camp in Las Vegas where I learned about a company that is undeniably one of the most unique companies on planet Earth. Sound like an exaggeration? It’s not! So here’s the quick skinny on Zappos. They started selling shoes in 1999 when founder Nick Swinmurn couldn’t [...]

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20 Minutes in the rain....
Customer Service Workshops Marketing Service Marketing Social Media

Customer Service is Passionate

After three months of wintering in the Caribbean, I return having been reminded, rather harshly, of how terrible customer service is these days – it’s EVERYWHERE. The quality of service has become so poor that when given reasonable service (not great service) it stands out. Let me repeat this in another way – mediocre service [...]

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