January 2007
How to be customer unfriendly
Revolutionary transformation can have great power - but evolutionary change may keep your customers happier and profitably on board
The Police debates
In today's world of intensifying competition and rising customer expectations, organizations need staff who understand key issues and appreciate sometimes conflicting points of view.
November 2006
What is it like today to get a customer service person to answer a simple question?
In general most of us have extremely fast paced lives with no time to waste. Therefore if a service or product we rely on has a problem, we need that particular company to provide us with excellent fast customer service. Is this the type of service we are receiving? Is this the type of service we are receiving?
Co-Pay is a Win-Win-Win | Cultural management | Sappiens.com
My first book, UP Your Service!, hit #1 on the national bestseller list within three weeks of release. Thousands of copies have been purchased by individuals and companies around the world.
Where are all these books going!?
Create Your Own 'Godiva Moment'
One of the nice things about flying First or Business Class is the little 'extras' in the passenger experience: wider seats, soft slippers, interesting magazines, comfortable headphones, etc. On a recent flight, a member of the cabin crew appeared after dinner with an elegant box of Godiva chocolates. She invited me to make a selection from the small but expensive temptations.
Ten Ways to Leverage a Professional Speaker
Hiring a professional speaker can be an effective way to raise an issue, educate an audience or drive home a business message. Use these top ten ideas to get the most value from your investment.
Turning Provocation Into Pleasure
I appreciate it when people disagree with me. It shows they are thinking hard and often opens the door to new insights and learning on both sides. Sometimes, though, the other person puts a sting into his message - a touch of caustic comment to perturb, provoke and discomfort. I used to hit back at such remarks, using my own wit in defense, with a touch of offense for good measure. I've since found a better approach. Maybe you can use it, too.
Positive, proactive communication
Every insurance company in the world is concerned about "persistency", keeping policies in force by making sure clients pay their premiums year after year. A small increase in persistency can yield a very large boost in company profits. I have policies with several insurance companies. Every year I am stunned by the incredibly impersonal notices I receive stating: "Premium Due".
To Be Distinctive, Be Different
There are many ways for a business to 'stand out from the crowd'. One approach is to give your customers more of what they ask for. If others are fast, you go faster. If others are clean, you be cleaner. If others are cheap, you can discount deeper. If your competitors offer a lot, you offer even more.
Celebrity Style: Forget the Bling, Bring Back Old Hollywood Glamour with Pearls
Call me old fashioned, but I'll take glamorous stars like Marilyn Monroe, Grace Kelly, Audrey Hepburn and Elizabeth Taylor over spoiled pseudo-celebs like Paris Hilton, Ashlee Simpson, Nicole Ritchie and their ilk any day of the week.
