This Is How Onboarding Can Take You Surprisingly Off Course
The buzzword onboarding is often used to declare that an organization knows what’s current and appropriate when it comes to managing new employees. According to the heavily footnoted Wikipedia entry: Onboarding, also known as organizational... Continue reading
The Problem’s If the Customer Doesn’t Know
Most organizations that realize they’ve made a mistake in caring for, servicing, or communicating with customers, expect to correct the mistake. Organizations need to go the next step, though -- not an extra step, mind... Continue reading
Try Not to Waste a Customer Care Opportunity
According to Wikipedia, Lean Manufacturing, sometimes referred to simply as Lean, “is a production practice that considers the expenditure of resources for any goal other than the creation of value for the end customer to... Continue reading
You Can Show 52 People a Year That They Matter
One of the most straightforward ways to show people that they really matter is to maintain contact with them when they’ve had a hard time, are going through a rough patch, or have suffered a... Continue reading
This Is the Story of a Successful Service Recovery
Last week I met with Terri Bartlett, the intrepid president of Marketing EDGE, for lunch at Forty Four, the restaurant at the Royalton Hotel in Manhattan. We had lots to talk about, and didn’t even... Continue reading
Are You Aware of the Contradictions in Your Messaging?
On a two-way, two lane stretch of road in the Berkshires, the kind that’s dotted with numerous one- and two-story industrial and commercial buildings, we passed a structure that had a large local bank logo... Continue reading
Want Success in Employee Development? Watch a Baby
Why are we so tolerant of certain kinds of unsuccessful behaviors in children, but not in adults? When a child stumbles and falls while learning to walk, no one says, “Don’t fall down, you bad... Continue reading
Jeni’s Tasty Recipe for Customer Engagement
Visit the original Jeni’s Splendid Ice Creams shop in Columbus, Ohio, and its sense of quirkiness and celebration will draw you in right away. It’s a strong case study in hooking and involving customers. Here... Continue reading