Is It Possible To Put the Service Back in Public Service? This Woman Thinks So

True confession: My first career was as a lobbyist. For the banking industry, no less! One thing I discovered is that most civil servants, especially those at mid-to-entry levels, really want to do what is best for the public. (As …Continue Reading →

Winning Advice To Win Back Customers

Johnny Russo, Director, Ecommerce & Digital Marketing, Bentley Leathers

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn’t been doing a great job with its online customers, right before Christmas. Yikes! That’s the situation Johnny Russo found himself in last Christmas. Johnny stayed calm …Continue Reading →

15) An Insider’s View of Change Management & Quality Improvement

Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

No time for the full episode? Here’s the highlights version: Get your FREE Transcript Now! Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But …Continue Reading →

How Design Thinking Can Help Improve Customer Service

customer service cartoon

Sara Mesing’s article, Service Design: Internal Processes for Great Customer Experiences, in User Experience magazine, points out that the same principles that go into product design can help companies “design” customer service that is so great people will want to talk about it. …Continue Reading →

How To Do Lean Process Improvement In Your Organization

What do Government, Big & Small Businesses Have in Common? If they want to be effective, what they have in common is respect for their staff and a willingness to listen to those on the front lines. This week’s interview …Continue Reading →

Want Some Customer Experience Love? Learn To Love Numbers!

They say that opposites attract. Maybe that’s what led my artsy, creative, marketing side to fall in love with numbers. OK, so I don’t really love numbers, but I absolutely love what they can tell me about consumer behaviour. And, as …Continue Reading →

3 Things Your Company Needs To Deliver Great Customer Service

Chris Daffy discusses Customer Service (and how it's different from customer experience!)

In today’s interview, European customer service expert, Chris Daffy, of the Academy of Service Excellence, discusses three steps required to deliver excellent customer experiences in organizations. He sees these as being: Principles – The company must have the right values …Continue Reading →

Frustrated By Your Workplace? Consider This.

In one of my first jobs, back in the days when even junior management staff didn’t do their own typing, I was offered access to a secretary who “everyone” said was lazy and stupid. I suppose that’s why I was …Continue Reading →