I came across this post today from the Church of the Customer blog after it was mentioned by Jeremy on his blog.
I’ve blogged before about how service breakdowns will happen from time to time – they are to be expected when you rely on people to deliver your service. The interesting thing is that service [...]
Entries from April 30th, 2009
How To Apologize
April 30th, 2009 · 2 Comments · Business Processes
Things I’ve Read This Week
April 29th, 2009 · No Comments · Business Strategy, Marketing
Seth has written a couple of thought provoking articles over the past week that I’ll share here.
The first one starts off with this text:
Ever notice that most car specs focus on acceleration, not braking? It’s more fun to focus on getting fast than it is on getting slow.
How would you manage or market differently if [...]
Tags: Business Strategy·Marketing
Thoughts On Service Standards
April 25th, 2009 · No Comments · Business Processes
I’ve had some interesting experiences recently in my interactions with a couple of companies and their ideas of service standards.
Example 1
I was doing some work for a client that required us to get some articles approved by an external compliance area. They were simple articles that only provided a general overview of the subject matter. [...]
Tags: Business Processes·client expectations·Customer Service
