Bill Quiseng

Lessons from the Pandemic to Improve Your Customer Experience Now

Source: Adobe Stock When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the...

Social Media is Bad for Customer Service

Source: Adobe Stock Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world,...

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Source: Adobe Stock Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that...

Leadership Mantra for New Managers: Connect. Inspire. Empower.

I originally wrote this post for Sold Magazine. I’ve made some revisions to the published version. “How long employees stay at a company, and how productive they are there, is determined by the relationship they have with their immediate supervisor.” Jim Kouzes and Barry Posner, The...

Holly Regan: Richard Branson-Style Tips to Empower Your Customer Service Team

A while ago I had blogged about using the CASE Method to improve your company's customer experience. CASE stands for "Copy and Steal Everything". If you feel uncomfortable with "Steal", then "Copy and Save Everything". I said you should be more intent...

Nick Meiers: Using Kano Analysis to improve guest satisfaction

If you have ever heard me speak about customer service, you know that I believe you should CASE (Copy and Steal (or save) Everything) from your competitors or from a business in another industry to find some idea that you can incorporate into your...

Don’t expect C-level execs to get the value of customer service

Often after one of my presentations, an attendee will approach me to tell me of a terrible customer experience with one of the big brands. They ask me, "If they say that customer service is so important, then why is it so bad?...

I Know Ritz-Carlton and You’re No Ritz-Carlton

We are Ladies and Gentlemen serving Ladies and Gentlemen. Ritz-Carlton Motto We recently decided to visit a golf resort here in North Michigan. It touted having spent $14 million dollars in renovations. While it is the off-season, as a former resort general manager, I still…

One Employee Will Kill Your Business and You Won’t Even Know It When it...

The reputation of a thousand years may be determined by the conduct of one hour. Japanese proverb. According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an...

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