Customer Service
Jill Griffin on Earning Loyalty in a Search and Switch World
"I Googled it." These three words have single-handedly transformed the way customers buy across every industry and sector.
June 26, 2009 / Podcast # 09-26
The ability to compare price and product created by Internet search engines coupled with our insatiable desire for instant information have created a volatile new breed of buyer, the search and switch customer. In these bruising economic times, businesses unprepared to address this buyer are losing market share by the minute.
In her book Taming The Search and Switch Customer: Earning Customer Loyalty In A Compulsion To Compare World, loyalty guru Jill Griffin, advisor to Microsoft, Dell, Toyota, Marriott, HP, Days Inn and Western Union, provides a fresh, new arsenal of loyalty solutions uniquely calibrated for today’s compulsion to compare planet of buyers.
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John Goodman on the Future of Customer Service
It’s no secret that service is the golden key, but saying it is much easier than doing it right are different things entirely.
June 19, 2009 / Podcast # 09-25
Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments. But for companies with a strategic approach, the customer service function itself is an unbeatable marketing machine, a word of mouth monster that directly drives sales, repeats business referrals, and increases the bottom line.
John Goodman is one of the originators of the customer experience industry. His new book is entitled Strategic Customer Service. John is the Founder and Vice Chairman of Arlington, Virginia based TARP Worldwide Incorporated, the organization Tom Peters called, “America’s premier customer service research firm.”
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Tim Sanders on How Companies Profit from Doing Good
When a company enriches people, communities and the environment, it can enrich its bottom line.
February 20, 2009 / Podcast # 09-08
In a follow-up to his popular 2008 Edgewise interview , Tim Sanders talks about how the “make a difference” factor is revolutionizing brand building, and how companies not paying attention to this change in marketing and mission branding are at the verge of obsolescence. Sanders offers practical advice every individual and company can use to make the world a better place–now and in the future. Read more…
Jack Mitchell on Why You Should Hug People at Work
The Proven Way to Hire, Inspire and Recognize Your Employees and Achieve Remarkable Results.
November 21, 2008 / Podcast # 08-47
We work in a 21st century world where email has replaced conversation, call centers have decamped to India and help lines have turned into a series of automated messages. And while many of us are habitually reaching for our cellphones and blackberries, there remains a part of us that longs for a little, old fashioned human interaction.
Jack Mitchell, co-owner of several well-known and family owned clothing stores is on a crusade to bring back the good, old fashioned hug. His new book, Hug Your People, is poised to continue the revolution that his first title “Hug Your Customers” began five years ago when it became a Wall Street Journal bestseller. Read more…
Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic
It's not just about healthcare.
October 31, 2008 / Podcast # 08-44
The Mayo Clinic is one of the world’s most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees.
Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic’s service culture Read more…