There’s a warm feeling you get when you walk into a familiar place. When the staff knows you by name, greets you with delight and serves up “the usual”, you feel honored, respected and welcome. This is the differentiator between the “mom and pop shop” and the mega mall; between the corner store and the [...]
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Tag Archives: cxp
Influence and Advocacy
August 10, 2011
13 Comments
I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I’m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I’m even more delighted that the message of customer advocacy is spreading and gaining traction. This [...]
Read moreLose Some “Wait”
February 25, 2011
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Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the [...]
Read moreNet Promoter Score: The Ultimate Question
February 2, 2011
10 Comments
I swiped my debit card and stared at the tiny screen… I expected a prompt for my PIN. Instead, the monitor read, “How likely are you to recommend K-Mart to a friend”?” This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like [...]
Read moreRenewable Service in Disposable Industries
December 10, 2010
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“Please state your date of birth.” A few feet in front of me, an elderly woman looked up at a young cashier. Stunned and flustered, the elegant matron asked “Why do you need to know my date of birth?” The cashier deadpanned, “Halo 3 is rated M for Mature: I can’t sell it to you [...]
Read morePlanned Inconvenience
December 8, 2010
27 Comments
The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four [...]
Read moreNurturing Advocacy
October 22, 2010
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Like any other tool, Social media can be used for good or ill. Some brands use social channels primarily to promote products. Like a car alarm in a parking lot, a stream of hype quickly becomes a noisy annoyance to customers. But once in a while, a brand takes great care to understand and then [...]
Read moreKindness Transcends Constraints
August 30, 2010
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It is difficult to rise about this reality: You must nearly always pick two of the following options: Good, Fast and Cheap. You will rarely, if ever, receive all three. But, for customer service vendors, there IS a short-cut around this constraint: Kindess costs you NOTHING and buys you EVERYTHING!
Read moreServant Leadership: Now in 3-D
July 27, 2010
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In the past, it was rare to see servant leadership emphasized as a crucial corporate value. In the future, servant leadership will be a prime predictor of long-term success. This post examines how Woody models the servant leader archetype in Toy Story 3.
Read moreContent: A Banquet Best Served Warm
July 7, 2010
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A company that hides answers behind an 800 number is like a banquet host that locks the meal in the pantry. Enabling self-service support is like laying out a rich buffet, rather than forcing guests to beg at the kitchen door.
Read more- Planned Inconvenience
- Top Tweets of 2011
- Bring your WHOLE self to Work?
- Why We Matter
- May the True “You” Shine Through
- The Paradox of Social CRM
- Top Tweets of 2011
- Influence and Advocacy
- May the True “You” Shine Through
- Lose Some “Wait”
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tomopencrm: Really interesting article. It's a real paradox - ...
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Clemens Rettich: Love this Tristan. It is so refreshing to see some...
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KnowledgeBishop: Fantastic content collection, Mary Ellen! Thank yo...
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