Trust At Work

I’ve been thinking about the role of trust at work. As you likely know, the northeast, especially Connecticut, was pounded by a blizzard that began Friday morning and wrapped up Saturday. I observed two opposite responses from two different companies. Company A emailed staff on Friday and reminded them to be safe. This company told […]

Quality or Bargain?

Do you want your customers to feel like they got a bargain? Or do you want them to feel like your product was worth the price? We’ve been to Disney twice since having children. It’s expensive. But everything is done so well, we feel like it’s worth the money. Service is impeccable. The attention to […]

On Goal Setting

Are you a goal setter? Do you find the start of a new year energizing and full of possibility? Or do you think resolutions are a waste of time? I’m in both camps. I love the idea of starting new, of brainstorming and visualizing possibilities. I also think that as individuals, it’s important to focus […]

Bad Systems for Measuring Customer Satisfaction

Last week I used the drive through at a national chain restaurant. I ordered and pulled right up to the pick-up window. I received part of the order and then the young man working there asked me to pull around and go through the drive through again.

Is Customer Service Social Business?

Social business is the phrase of the day. The fact that it’s used in so many ways suggests that we don’t have agreement about what it is. I’ve considered whether it’s real, and I’m not the first to ask that question. Others debate who is qualified to provide social business consulting. When a phrase appears […]