by Grant Spoon, People Ink. Occasionally I come across great customer service experiences that stand out as memorable. One that comes to mind is from an AT&T mobile store in Plano, Texas. Lots of companies provide good customer service. But creating a Wow customer experience generally requires more than just a “hello, how I can help you today”. This is not a story about all AT&T stores or it’s many avenues of customer service, it’s … Continue reading →
Does anyone think their business culture is a competitive advantage? If not, why not? We typically hear about organizational culture in Human Resources circles or in the news when big headlines hit. But without an understanding of exactly how culture affects people and ultimately performance it’s easy to lose track of why a leader or a company might want to invest time and energy in developing it. If working on a company culture didn’t actually … Continue reading →
A great deal has been written about customer service. But in our experience,
transparency is the differentiating factor between good and great customer service companies.
Leaders who… make decisions based on what is “right” for the customer, above all other considerations, win customer loyalty in the long term leading to sustainable bottom-line results.