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Why Customer-Focused Leadership and What Are the Benefits?

  Why Customer-Focused Leadership and What Are the Benefits? is by Ray Miller A while ago I published an article called What is Customer Focused Leadership. This article has become a popular landing page for many of my web site visitors. After reading the article many of these guests would contact me with questions regarding [...]

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Learning From the Customer: Critical Customer Incidents

Learning From the Customer: Critical Customer Incidents is by Ray Miller The following are based on real events in two small businesses: Scenario 1 It’s 5:30pm. John, a customer support specialist at a small computer networking firm receives an urgent call from the president of a nearby brokerage firm. Their client server network has crashed [...]

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Customer Service Training versus Customer Focus Training

Customer Service Training versus Customer Focus Training is by Ray Miller When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with customers. Makes sense right? They invest time and money developing the capabilities of these folks [...]

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Customer Expectations vs. Customer Needs

Customer Expectations versus Customer Needs is by Ray Miller The first rule of stellar service delivery is: Service is all about expectations. You buy a product; you expect it to work the first time. You go to a discount supplier, you expect the quality to be less than the high end dealer, but you still [...]

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Would You Do Business With You?

Would You Do Business With You is by Eric Fraterman. (Eric is a friend and strategic partner. This article was recently published in Customer Service Management) If more company presidents and their senior managers asked themselves this question with the customers’ view in mind, many would answer “probably not.” The reason? Customer service. Much has [...]

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No Theory, No Learning: A Requisite for Real Change!

By Rick Tate To quote an unheralded Deming phrase… “No Theory, No Learning.” Explained, it warns us that unless we fully understand the theory, set of assumptions or thinking that we held true when we created practices and procedures that we use presently, we will be forever condemned to create different versions of what we [...]

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Using Information to Create Value for Your Customers

Using Information to Create Value for Your Customers is by Rick Tate and Michele Richards (Rick is a highly regarded expert in the world of customer service. He is an extraordinary speaker, trainer, author and human being) Ask most any employee at work today in American business the same question: “What’s our biggest problem?” and [...]

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Improving the Customer Experience through Customer Journey Mapping

Improving the Customer Experience through Customer Journey Mapping is by Eric Fraterman Check out the free Moments of Truth learning module offer which is provided at the end of this article. Moving from pipe dream to reality The dream: How good would it feel if all your dealings with your suppliers were consistently satisfying and [...]

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Shocking Recovery: Service Recovery from Bad Customer Service

Shocking Recovery: Service Recovery from Bad Customer Service is by Rick Tate “Submitted for your judgment, a business plan. This plan is mapped out to the nth degree. It describes the particulars of how to do business. But what can’t be anticipated is the tension that washes over a customer like a dense fog. This is the tension [...]

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FAST GUIDE: 10 Success Factors of Customer Focus

Fast Guide: 10 Success Factors of Customer Focus is by Eric Fraterman What is Customer Focus? Customer Focus is more than Customer Service. It is an aligned whole-organization approach to customer satisfaction and service, leading to customer loyalty and advocacy. The result is sustainable profitability. In a Customer Focused organization, Leadership, Processes and People are [...]

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