Uplifting Blog

Category: Service Communications

Simple, Small Measures Mean A Lot In Customer Service Leadership

Consumer banks work hard to serve and please their clients. Trouble is, all banks compete on the same “big things”: new products, better interest rates, …

Get Out Of The Ivory Tower And Get A Service Education

Popeye’s Chicken & Biscuits is a popular chain of more than 1,300 restaurants in 20 countries. They promote understanding between the people in head office …

Improve Customer Experience By Connecting With Your Customers’ Connections

We all live and work in a constellation of relationships based on service. You can see this with the customers you serve and the suppliers …

Customer Service Leadership Is The Real King

We often hear “the customer is king.” I don’t believe it. First, many customers do not behave like kings. Some act more like ruffians than …

Encourage Complaints To Improve Service

Some companies track a monthly “complaints and compliments ratio” for each branch, store, department, country or station. This approach has a fundamental flaw when it …

The Customer’s Taste Buds Are Always Right If Customer Service Excellence Is The Goal

When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my taste buds got a shock! The pizza was covered with sweet tomato sauce …

Add Value First, Reap Value Later With Proactive Service Skills

I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, …

Improve Customer Service Quality By Designing With Clients In Mind

I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they designing it for?! If …

The Holidays Are Here: Improve Customer Satisfaction By Personalizing Service

I use a credit card for many business purchases. Since I travel a lot, this means quite a bit of money is charged throughout the …

Sweeping Changes May Be Unfriendly And Will Not Improve Customer Loyalty

One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for …

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