Brand-building Customer Service: Are You Making It Possible?

Brand-building Customer Service: Are You Making It Possible?

When it comes to your brand, there are no bit players. Recently, I spoke to a group (the CEO Club of Boston) that held their event at the Charles River Country Club. After my presentation, I was famished. I could see staff removing the buffet items, but noticed that the shiny silver covered trays that […]

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

What Happens When All of Your Employees Know How to Deliver Your Brand Promise

Do all of your employees who deal with your customers, clients, or patients understand your brand promise and how to deliver it or… Do you have pockets of excellence and pockets of mediocrity? Awhile back, the employees at a collision repair shop, Prime Collision, a division of the Prime Auto Group in Maine, reminded me of […]

The Secret to Ritz-Carlton’s Standout Customer Service

The Secret to Ritz-Carlton’s Standout Customer Service

A few months ago, Software Advice  attended an industry event where customer service guru and author Micah Solomon introduced me to the idea of “anticipatory service.” He gave the example of Apple’s mobile assistant Siri recommending a list of pharmacies in response to him saying, “I have a headache.” “[Siri] looks for the question behind the […]

How the Ritz-Carlton Inspired the Apple Store

How the Ritz-Carlton Inspired the Apple Store

 by Carmine Gallo Here’s a great article by Carmine Gallo, published at Forbes.com. It illustrates how important it is to examine great companies outside your industry for game-changing ideas. It also captures, though a few short stories, the famous Ritz Carlton value of anticipating unexpressed needs. One of the questions Apple Store hiring managers ask themselves […]

Firm’s Owner Has an “Undercover Boss” Moment of Horror

If you’re not familiar with the show Undercover Boss or the recent Boston Market Undercover Boss’s “I can’t believe my employee thinks and acts this way!” moment of horror, you can read about it here. What she saw terrified her and, although extreme, is a great cautionary tale for business owners. What she found reminded me […]

Why You Must Make It Comfortable For Customers To Give You Feedback

If you want to stop giving “good” customer service and join the ranks of the “elite”, you must learn how to make it safe and welcoming for customers to give you feedback. If you don’t, you’ll never hear about those little annoying Moments of Truth that alienate your customers, but which they’ll never tell you […]