I recently watched a terrific video interview with Tony Hsieh on Meet the Boss TV about Zappos and his business philosophy. You don’t get to work for Zappos unless you are passionate about customer service. It’s core to the company’s culture and "culture fit" according to Hsieh is the key to hiring the right employees. He […]
As the administration spends tax payer money to get people into the workforce again, this type of program provides a high value. Good employees don’t just materialize, they need to be created. This program does just that in a high-touch environment that helps students change their behavior to fit the corporate environments. This program and others like it can be a model for trade schools throughout the country.
This is not the story of the man who started with a red paperclip and—through a series of barter exchanges—ended with a two-story house, although that's the story that got me thinking about this blog post. For Kyle MacDonald's seemingly apocryphal but amazingly true story, click here. For my take on what the story illustrates, read on… […]
Recently I walked into a client’s office to say hello and confirm our agenda for the day. As our cordial stand-up meeting progressed I was really pleased to hear how genuinely pleased he seemed to be with the technical support training that was about to begin. In fact, he went so far as to say […]
There's good research indicating that investing in your customers experience is worth the effort. The experience you provide your customer is your brand. If you make it an exceptional experience, your customer may be willing to become an advocate on your behalf.So what should you do?
Working in my home office Friday evening, I pecked away at the keyboard, vaguely aware that I had turned on the television to provide some background noise as I finished up the week's projects. All activity came to a stop, however, when the words uttered by a woman in the broadcast caught my full attention. […]
There’s a customer service skill that I particularly like because of its power to impact customer satisfaction. It’s called “give to get." In essence “give to get’ suggests that rather than acting like the Grand Inquisitor, I should provide some information – like what’s in it for you or why I need whatever I’m asking […]
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