Posts tagged as:

customer service

Seasonal employees can make an enduring impression…

November 29, 2011

It’s the time of year many organizations are adding “seasonal help.” In other words, they are increasing staff through temporary hires to get them through the busy holiday season. A quick web search revealed many companies adding employees to get them through the crunch of business. Of particular note was the number of newspapers both [...]

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Is customer loyalty dead?

October 27, 2011

After another speaker at a conference where I was keynoting in California suggested “customer loyalty is dead,” I decided to offer you an alternative viewpoint.

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A terrific event in Slovakia!

October 16, 2011

Thanks to all my new friends in Bratislava, Slovakia! The “Big Ideas for CEE” conference sponsored by Soitron — with conference management from Speakers, s.r.o. — featured speakers such as chess grandmaster Garry Kasparov, Peter Littmann – the leader who made Hugo Boss a global brand, Joan Laporta – the CEO who took FC Barcelona [...]

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The downside of a good decision…

1 comment October 10, 2011

This morning, CNN/Money is reporting that Netflix CEO Reed Hastings has decided to abandon the convoluted plan to separate the DVD from the streaming video aspects of the company — and also to kill the horribly named new business called Qwikster. The market is responding positively — as of this writing, shares in Netflix are [...]

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Who are you trusting to be YOUR sales persons?

September 30, 2011

It was the fund-raising drive for the band at Crothersville Junior and Senior High… We needed new uniforms, and I — as the fifth-chair trumpet player from the seventh grade — wanted to make certain I was “candy sales champion,” to impress both our director and the high school musicians ahead of me. Dashing into [...]

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Do your employees know why YOU are in business?

5 comments September 29, 2011

The hero of this story asked me not to use her name, or that of her business. I will explain the reason later, but suffice it to say where she works is just a small place Tammy or I will go to once every week or two — and where we have always received excellent [...]

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Again, the customer ALWAYS wins…

3 comments September 23, 2011

Two stories in today’s New York Times struck me as bellwether examples of why customers — in the long run — ALWAYS win. And, why it does little good to try to “fight” them, if you are a finance or technology manager. Story one — Leo Apothaker is out, Meg Whitman is in at HP. [...]

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Why so many businesses are in trouble…

4 comments September 21, 2011

OK, I realize I am beating this Netflix thing to death — and I promise to take a break on it — however, a new CNN article has me borderline astounded. And, I want to be VERY clear regarding what I think about Netflix’s CEO Reed Hastings’ decisions. I think he is EXACTLY right that [...]

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Netflix’s fundamental error — looking in, rather than out…

2 comments September 20, 2011

Fast Company reports this morning, “Splitting into two companies ‘was part of the natural progression Netflix has had in place for a long time,’ (according to) Steve Swasey, Netflix vice president of corporate communications.” The article continues, “And indeed, if you read Netflix CEO Reed Hastings’ blog post announcing the split, it becomes clear that [...]

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The Netflix Mistake…

12 comments September 19, 2011

Reed Hastings, CEO of Netflix, sent a fantastic letter to his subscribers yesterday. It said something many of us in business could learn from — his very first line was, “I messed up. I owe everyone an explanation.” When we make mistakes, the best thing we can do is to admit it for our customers. [...]

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