Christopher Myers
Christopher Myers
Benefits Services Consulting
For more than 2 years, Chris Myers has designed and managed industry leading Employee Benefits service organizations. His passionate and innovative approach to service is widely recognized in the benefits field. His "Perfect Service" approach was created in 21 and within two years improved his company's satisfaction ratings to the top of the industry.
Success of Fast Food Restaurants Start With How Customers Order Their Food
A few years ago, I took my operations management team on a field trip in downtown Hartford, Connecticut. The destination? Fast food restaurants. The...
Great At Delivering Service? Tell Everyone About It!
This morning I commented on a blog from the Harvard Business Review about "Understanding Customer Experience" written by Adam Richardson. He tries to define...
Perfect Service Magic Comes From Wowing Current Customers
Not Related But A Funny Advertisement About Service I am spending some time in Wisconsin these days, and I noticed an interesting phenomenon on the...
How SuperGuarantees and Angie’s List Are Changing How Consumers Can Make “Perfect” Choices
At its core, Perfect Service is based on delighting customers through guaranteed offerings. These customers will then stay with you, buy more from you,...
Huh? Did I Read This Right? CIGNA HealthCare Wins Customer Service Delivery Award Through Focus on Helpful and Easy...
Gartner Group recently announced the awarding of its Outstanding Customer Service Delivery award for 2010 to CIGNA HealthCare. This follows its 2009 award to...
After The Win, Companies Need To Deliver “A Perfect Conversion”
Your company has worked for weeks and months on positioning your services exactly the way you want. The client has given the right signals...
Obama Speech May Have Gone Over Head Of Many In Televised Audience — That’s Okay!
Saw this news item about President Obama's recent televised speech about the Gulf Oil Crisis: (CNN) -- President Obama's speech on the gulf oil disaster...
Delta: Sometimes The Quality Of Service Is About The Art of Recovery
In a private moment after a particularly tense meeting with an important client, the senior manager at the client wrapped his arm around my...
Don’t Commoditize Your Services; Taking The Weather Out Of The Weather Channel
I've read in many business publications that the number one job of the senior executive in any company is to keep products and services...
Can A Company “Evolve” Into Premier Service Provider? Yes, But Few Make It!
A critical question has been bouncing around my brain for the last week or so, and that is: Can a company truly transform itself into...
My View: Net Promoter Is A Stat On A Scoreboard, But To Improve You Need More
My View: In my last post, we reviewed the Net Promoter score and methodology, as well as some criticisms. I believe that Net Promoter Score…
Net Promoter Score Methodology Is Popular But Has Many Vocal Critics
Measuring customer satisfaction is a critical yet surprisingly complex endeavor for a company that wants to deliver "Perfect Service." It is the process that...
Important Lessons In Collecting Satisfaction Feedback–Purchasing A Used Car From CarMax
After looking at the prices of larger, well-equipped new cars at local dealerships, my wife and I decided it made sense to check out...
Can Healthcare Insurance Companies Transform Their Poor Image? CIGNA Is Going To Try!
There is no question that the Health Benefits, Insurance and Delivery industries are in major flux...increasingly expensive and seemingly not making anyone happy. For example:…
Return on Satisfaction: Experts Struggle With Establishing Financial Metrics
There is a lot of thinking going on regarding establishing a financial Return on Satisfaction metric for companies looking to invest to improve customer...