Leader's Beacon : Knowledge is Power

Customer Service

25 Things Customers Love. . . Create a Customer Service Mindset

In today’s fast-changing and competitive environment, excellent customer service is not only nice but essential for success. In fact, the only way to differentiate yourself and to become less of

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An Unshared Vision is Blindness

The business world is a different animal than it was 20 or 30 years ago, and for the most part that’s a very good thing. Corporate social responsibility has become

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Transform Your Culture Using Customer Experience Change Agents

Previously, we had explained the value of incorporating a change agents network as part of your overall change management program. So you can imagine how thrilled I was when Paul Hagen from Forrester contacted me to

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Keep Your Customers Coming Back

    Keep Your Customers Coming Back

In a recent survey titled, why do people give up on your company? it was noted that 68% quit because of an attitude of indifference toward the client by the

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When Service is More than A Transaction

    When Service is More than A Transaction

I find myself talking about customer service a lot. It’s not simply because I’ve spent the last 20 years in a customer service position including leading a large customer care

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55 Customer Service Best Practices

    55 Customer Service Best Practices

At a recent workshop I delivered and facilitated, we had a brainstroming session to answer some key questions about what constitutes excellent customer service. Here are the results of the

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