Customer Care
Delight your customer! Exceed your customers’ expectations! Provide value-added service! These have been mantras of customer service gurus for a long time. Such a focus on “giving more” has improved customer service quality in many organizations. It has also increased customer standards for what…
A few months ago, during separate visits to an emergency department and an urgent care center, I experienced what many patients and clinicians now consider routine: long waits, crowded spaces, and visible strain on staff. It raised a familiar question that I’ve been asking for years: If the…
Walk the aisles of any liquor store in the U.S., and brands named after people call for your notice—Johnnie Walker, Jose Cuervo, Captain Morgan, and Jim Beam. Perhaps the most revered name among them is Jack Daniel. Established in 1875, Jack Daniel’s Whiskey comes from the oldest distillery in…
Data are the backbone of our digital world. From healthcare to finance, and from government agencies to private businesses, organizations everywhere rely on vast amounts of data to function effectively.
It’s not just businesses that generate data. We all leave digital trails…
The customer is not always right. We are all customers, and sometimes we’re dead wrong. Stew Leonard Jr., CEO of Stew Leonard’s grocery stores, enjoys saying, “The goal is to make the customer feel right.”
His sentiment means never dealing with a customer in a judgmental way,…
It’s a terrible feeling to put a ton of effort into crafting a recommendation only to have it shot down in front of all your co-workers. If you want your idea approved, you should try doing things backward instead.
Think about how you craft a recommendation. Typically, it goes…