The Chief Customer Officer Is Now Part of the C-Suite

24 August 2015

To be effective, customer service must go all the way to the top. It’s something I’ve been saying for a long time, and it’s catching on. In [...]

Archived: #Business | The Experts Blog

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Customer Service May Rule, but Rules in Customer Service Don’t

14 August 2015

Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof.  One resort employee denied a simple request using one [...]

Archived: #Business | The Experts Blog

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Six Differences Between Customer-Focused Companies and Operations-Focused Companies

5 August 2015

Many companies that claim to offer good customer service in reality are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from rising [...]

Archived: #Business | The Experts Blog

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Shepard Virtual Training

3 August 2015

Shepard VT is a web-based training solution focused on bringing you and your organization some of the best training in a format that is fresh, innovative and very effective.

Archived: Business

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What Lane Are You In? Is It Customer Service?

27 July 2015

There are some companies that are recognized for their customer service. It’s their focus, they have built their brands around it, and they’re good at it. You could [...]

Archived: #Business | The Experts Blog

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Customer Service Journey Map Can Lead to Instant Gratification

6 July 2015

How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way. [...]

Archived: #Business | The Experts Blog

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Turn Employee Customer Service Best Practice into Standard Practice

29 June 2015

I am no stranger to travel … airports, hotels and the like are all in a day’s work. On a recent occasion, I was flying into  Vegas to present a [...]

Archived: #Business | The Experts Blog

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