Use Field Trips to Provoke Organizational Change

Sue Funkhouser describes the impact of a customer service field trip and outlines five steps to design impactful experiences. — Clients usually call me when they want to make a change. One effective tool I use to get people out of their heads, expand their viewpoints and trigger insights are field trips.  They provide an […]

Treat Your Customer Like A Seven Year Old

Shanna Anderson tells us that parenting and taking care of your customers aren’t so different after all.

The Camera is Rolling and This Close Up Could Make or Break You

3 Reasons Why Relying On ‘Scenario Based’ Training Is Playing Russian Roulette With Your Career

5 Things I Learned About Customer Retention Just by Eating Dinner

An almost farcical dining experience turned into an important business lesson for entrepreneur Barbara Abramson.

The Art Of The Winback

Messing up is fine. Good even. Because according to Ken Goldstein, a momentary instance of failure is the single best opportunity a business will ever have to connect with a customer’s conviction.

What Odin and Thor Taught Us About Customer Service

Three lessons on how being able to roll with the punches can save you from spending a cold day in hell.

How to Lose a Customer for Life for Ten Bucks

A one-off transaction is much too expensive for a business, writes Ken Goldstein. You want customers for life. Here’s how to lose a customer forever.

5 Customer Service Stories You Never Want to Emulate

We all have horrible customer service stories. Get out your One Up hats and try to beat these.

How to Make Public Service Into Customer Service

Ken Goldstein believe public service organizations can improve. Here’s how.

I Bought a Coffee Table

Uzi Peretz was challenged on a recent shopping trip, but came through it with his ego in check…and something unexpected.

An Open Letter From A Disgruntled Server: 6 Ways To Improve Your Dining Experience

In our customer service-centric society, it’s easy to forget that we all need to be good customers. Nicole Estrella offers a few words of wisdom for being our best selves.

How Fragile Is a Brand?

Ken Goldstein looks at trust, brand loyalty and Apple.

Is It Me? Or Is It Tele-cutting?

Chris Edwards just coined the phrase “tele-cutting”. And he doesn’t like it in the least.

What Happens When a Business Stops Loving Its Customers? (Hint: Nothing Good)

Ken Goldstein, on customer disservice.

The Answer to Your Question Is: “‘Cause No-One Gives a S**t.”

When in doubt, writes Kenny Bodanis, divide the world into two groups: Those who don’t give a s**t about you, and those who do.

Are You Annoying and Inconsiderate? These Rules Might Help

Kenny Bodanis lays down a few ground rules for living in a world with other people.