Dennis Snow

Tips For Being a Good Customer

Instead of focusing on what companies can do to provide better customer service, this video post focuses on what WE can do to be better customers. If you receive my posts via email, you may need to click here to view the video.

Book Recommendation

There are a few business books I find myself going back to over and over. I’ve just added a new one to my library that I know will be one of those books – The Little Big Things: 163 Ways to Pursue Excellence, by...

What If Customer Experience Has No ROI?

One of the most challenging questions I get is, “How much will improving the customer experience add to our company’s bottom line?” The problem is that many factors come into play regarding the level of success of a service improvement initiative, not the least...

Storytelling and Leadership

When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if it turned out that everything I knew had been written in my first book, Unleashing Excellence? What if it turned...

The Magic of Purpose

In my younger years, I used to to a bit of magic. I thought I’d have a little fun with this video post. Keep in mind the post does make a point about customer service, but you have to watch it to the end.

Go Undercover for the Customer!

This post is written by guest blogger Mari Pat Varga of Varga & Associates. I enjoy Mari Pat’s blog, as she offers insightful comments on customer service and organizational behavior. This post, “Go Undercover for the Customer,” references the CBS show, Undercover Boss. Although the...

Customer Service as a Growth Engine

Just wanted to send a quick recommendation for two articles in today’s Wall Street Journal (June 7, 2010). The first, “Customer Service as a Growth Engine,” reinforces the message that as the economy rebounds (albeit slower than any of us had hoped), companies are investing...

BP and the Future of Customer Loyalty

The full effect of the Gulf oil disaster likely won’t be known for a long time. Already, industries such as fishing and tourism are taking the hit, and it appears to be only the beginning. Scientists and engineers are worried that Gulf currents might...

One Employee Serving One Customer at a Time

A couple of years ago I wrote about some of the struggles Home Depot was experiencing, along with some recommendations for reclaiming the positive brand image they once commanded in the minds of customers – Sacrificing Customer Service – Lessons from Home Depot. Blogger Alan...

Letting Go of Your Baggage

As a frequent flyer, I have been on a quest to pack as economically as possible. I can’t remember the last time I had to check a bag, and those items I pack in my carry-on bag are carefully chosen to take up as...

Think Like a Black Belt(tm) – Jim Bouchard Interview

We all have those days when it seems that everything and everyone is against us. A meeting we’re facilitating takes an ugly turn, customers are making unreasonable demands, the boss decides to move up the deadline for our project from next week to tomorrow,...

Customer Service and the Telephone

For many businesses (my own included), a good portion of our customer interactions involve the telephone. Whether we’re actually having a conversation, leaving a message, trying to get past a “gatekeeper,” or recording our own voicemail message, the customer only has the quality of...

Company Vehicles – Everything Speaks!

For many organizations, their company vehicles (delivery trucks, service vans, etc.) are seen by more people than any other type of advertising they do. As those vehicles drive through neighborhoods, cruise the highways, or wait at stoplights, they are mobile billboards for the organization....

Neil Ducoff Interview – No Compromise Leadership

I recently had the opportunity to interview Neil Ducoff, author of the best-selling book, No Compromise Leadership: A Higher Standard of Leadership Thinking & Behavior. I've known Neil for about a year and a half, and respect him as a thought leader when it...

The Top Five Customer Service Mistakes Companies Make – And How Your Organization Can...

I’ve recently put together a white paper titled, “The Top Five Customer Service Mistakes Companies Make, and How Your Organization Can Avoid Them.” The mistakes addressed in the white paper come from working with and observing hundreds of organizations, large and small, and noting...

Commoditization and Customer Service

The number of ways consumers can make a purchase today is amazing. The option I find most interesting are the Best Buy vending machines found in many airports since their introduction in 2008. Being comfortable spending a couple of dollars for a drink from...

Defining a Culture of Service Excellence

When asked to describe their corporate culture, business leaders sometimes struggle to answer. Responses often run the gamut from vague generalities such as “we have a culture of putting the customer first” to recitations of the company’s mission statement. I believe that you can see...

Toyota Recall – Part 2

I hit the “Publish” button too soon on yesterday’s post, Toyota Recall - The Brand Challenge. Today’s news reports that Toyota executives admit they knew about the gas-pedal problem for over a year before taking action. In fact, evidence about unexpected acceleration has been...

Toyota Recall – The Brand Challenge

The Toyota recall has been dominating the business news lately. Every day it seems a new piece of information regarding the “sticky gas-pedal” issue comes out – some of it indicating that Toyota is handling the situation quickly and effectively, and other...

Customer Service Tip – Diffuse First, Educate Second

I recently had the opportunity to work with Family Video, the largest privately owned movie and game “rentailer” in the United States, and third largest overall, with 612 stores. In an industry struggling to deal with significant changes, such as new rental options offered...

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