Steve Curtin
Steve Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He wrote the book to address the following observation: While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employers. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service.
A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by…
Most sophisticated organizations have articulated a corporate mission, vision, or purpose statement and a set of core values. If you work for yourself or...
Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession:“Raise your hand if…
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your…
Recently, I was a guest on a podcast with Wanda Wallace. She posed some great questions, including one about how to connect every job role,…
For decades, leadership luminaries such as Abraham Zaleznik and John Kotter have examined the differences between managers and leaders. Managers were labeled with terms like…
This is the final article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
This is the third article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
This is the first article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role…
In the 21st century, there is an expectation that corporations, once aloof from societal issues, take a stand on matters that are relevant to their…
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave…
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have…
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine…
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received…
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on…
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes…
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting…
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in…
I suddenly have a lot more time on my hands. It’s made me think about how, as a customer service consultant, I can offer value…