RSS to Email
Subscribe to our newsletter
Pages
Author Websites
Blogroll
- 1 to 1 Media
- Alltop Rocks
- Amazing Service Guy
- Blogs We Learn From
- Carol Roth
- Change This
- Charlene Li
- Church of the Customer
- Convergys
- Customer Bliss
- Customer Think
- Customers Rock
- EDiS Out Loud
- Plugins
- Service Untitled
- Seth Godin
- Small Business Advocate
- Smith & Co.
- Steve Curtin
- Themes
- Tom Peters
- Washington Speakers Bureau
- Whose Your Gladys
- WordPress Blog
Tags
attitude Chip Bell and John R Patterson Compelling Service Complaining Customers; Service Recovery; Customer Intelligence customer centric Customer Connections customer delight Customer devotion Customer devotion; Customer-centric; customer intelligence customer disappointment Customer Expectations Customer Experience customer insight Customer intelligence Customer loyalty customer perspective customer relationship customer segments Customer Service employee engagement empowerment great customer service great service great service is Innovation leadership Performance Management Self-Service Service air Service Check-up; Preventive Maintenance; Customer Intelligence service covenant Service Excellence; Customer Expectations; Ease of Service Service Eye Candy Service Greatness Recipe Service Leadership Service Magic; Service Innovation; Customer Delight Service Magic; Take Their Breath Away; Customer Delight Service Magic; Take Their Breath Away; Service Innovation Service recovery Service Stories Service vision service wisdom Social Media spirit of service Wired and Dangerous
Tag Archives: service covenant
Lost Leaders
“How can we maximize the profitability and efficiency of our call centers while minimizing the customer’s involvement?” The question was shot point blank at me during a panel discussion at a conference of Fortune 100 CIO’s. My keynote had preceded … Continue reading
Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous – Proposal #171
Customers today are picky (all about value), fickle (reluctant to show loyalty), vocal (quick to complain) and vain (only interested in tailored service). But, they are also wired and dangerous. Dave Carroll’s YouTube video has cost United Airlines and estimated … Continue reading