Some time ago, I wrote a blog post about the elusive nature of "value." The post told the true story of a man who started with a red paperclip and, through a series of improbable bartering trades, ended up in possession of a house. I was reminded of this story when a recent episode of the […]
Get to the HEART of Customer Service // ILS Newsletter: October, 2010 New on YouTube 5 Keys to Implementing a Successful Customer Service Strategy 5/5 — Recognize and Reward 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Leveraging the Sale: Finding Opportunities for Additional Service By Seth Brickner I was […]
As a customer, how do I know what I want… if I don’t know what’s possible? It's as though I'm blindfolded. I was on a flight recently. We’d just been advised to turn off all electronic devices so I had to close my Kindle and was forced to choose between quiet contemplation and reading the […]
I live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it's mid May which means mid to upper 80's with daily tropical thunderstorms pumping up the humidity. Naturally, it's time for my HVAC unit to die. I've had field service technicians out three times in the last month to […]
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