Customer Service
Adrian Ott on Customers Who Are Always Connected
How to handle customers who want everything now.
November 5, 2010 / Podcast # 10-45
Renting a movie can be fun, until the next day when you have to find time to return it to the store. Netflix saw that, and revolutionized the movie rental industry with easy delivery and no late fees. Blockbuster, late to the movies on demand game, recently filed for Chapter 11 bankruptcy. When time is our most precious resource, companies who value that and cater to the customer’s needs are the ones who rise to and stay on top. In her new book The 24 Hour Customer, Adrian Ott suggests that time is the most important competitive factor in today’s economy. Read more…
Vineet Nayar on Achieving Success by Putting Employees First, Customers Second
How to listen to the employees and gain their trust, to make a better company.
July 9, 2010 / Podcast # 10-28
Nelson Mandella, Mahatma Ghandi, Martin Luther King Jr. They all had something in common: the ability to inspire people and make them want to change. Vineet Nayar looks to them as an example of how to effectively manage a company, by inspiring and listening to the employees and making them the priority. That way managing people becomes less about directing them in what to do and more about motivating them to make their own decisions. Read more…
Micah Solomon on Boosting Profits with Exceptional Customer Service
By creating exceptional service, companies save money and keep customers.
June 18, 2010 / Podcast # 10-25
What a customer wants these days is completely different from what customers wanted even five years ago. Since the emergence of the internet and even Amazon.com the customers want immediate satisfaction, while still getting a warm and friendly experience from the vendor. Micah Solomon tells us about these best practices for customer service and even more in his new book Exceptional Service, Exceptional Profit: The Secrets of Building a Five Star Customer Service Organization.
Michael Alter on Building Superior Customer Service
When you run an online business, how do you make sure that you are serving the needs of your customers?
February 5, 2010 / Podcast # 10-06
At SurePayroll, employees win money for making mistakes. Although this approach may seem a little backwards, Michael Alter, president of the payroll provider, says the only way to continue to grow is to change and try new things. And it may account for the company’s fast growth, a three year growth rate of 1.302 percent. Read more…
Peter Firestein on Building Success through Reputation
Reputation matters—now more than ever.
January 1, 2010 / Podcast # 10-01
Public opinion in the wake of the financial meltdown has revealed the public’s abiding mistrust of corporations and the executives who run them. Scrutiny from the Internet and 24-hour cable TV offers companies no place to hide; so they must proactively seek the confidence of their shareholders and the public. In today’s economy, reputation is a prime factor in a corporation’s bottom line.
Peter Firestein presents Seven Strategies of Reputation Leadership in his book Crisis of Character, offering a fail-proof way for executives to immunize themselves and their companies against the breakdowns that can happen to even the most prominent organizations. Using real-life examples (from Merck and Citigroup to Hewlett-Packard and Coca-Cola), Crisis of Character presents concrete ways executives can shape the internal corporate culture to support their business interests.
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