Steve Curtin

Esprit de corps

The French term “esprit de corps” means a feeling of pride, fellowship, and common loyalty shared by members of a particular group. When I...

Celebrate customers more frequently and less formally

It’s Customer Service Week (Oct. 5-9) and, since I work in the field, I suppose I should contribute to the conversation this week. Let...

You’re not entitled to a 10

Earlier this week, I hired a local handyman service to knock out my “honey-do” list so that I was assured a weekend of uninterrupted...

Approachable customer service

I recently completed a consulting project for a network of county libraries. One of our objectives was to identify ways to incorporate exceptional customer...

Excellence doesn’t require permission

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service”...

Don’t break your brand promise

Many companies have brand promises that look good in ads, and emblazoned on websites, banners and buttons, but often these promises have little credibility...

Customer experience Q&A

The following post contains a recent interview by Erica Marois of ICMI: 1. In your book you mention that 80% of companies claim to provide...

Serving is selling

I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the...

A line in the sand

In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy who...

Being capable is not enough

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced...

A rock-solid approach to being memorable

In the book Made to Stick by Chip Heath and Dan Heath, the authors propose Six Principles of Sticky Ideas that contribute to a...

What’s in a name?

Last month I worked with a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: when they can recall an employee...

Customer feedback: a gift that keeps on giving

A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question....

Chance encounters by design

I recently worked for a multinational retailer whose internal customer satisfaction survey analysis revealed some interesting findings: When they encounter an employee on the...

The problem with perfection

Customer satisfaction surveys are carefully constructed by instructional designers who labor over details such as the exact wording, number, and sequence of questions, and...

Do your best customers feel welcomed?

My family and I will travel to Breckenridge next month over spring break. As we do every year, we’ll be staying at our favorite...

Going above and beyond is a choice

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because...

Casual indifference

There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not...

It’s 2015. Do you know where your customers are?

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center...

Incorporate essence into function

An observation: While employees consistently execute the mandatory job functions (duties/tasks) for which they are paid, they inconsistently demonstrate the voluntary job essence (service...

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