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Posts tagged "company culture"

Congratulations to Squaremouth, who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) Squaremouth is an online travel insurance company that compares travel insurance products from every major provider in the United States. They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews. Continue reading

customer focused cultureAs an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. This is the opposite of what they wanted to achieve. Continue reading

customer service cultureSecret to Delivering Customer Service

This was a great month for Ace Hardware.  J.D. Power and Associates ranked Ace Hardware “Highest in Customer Satisfaction with Home Improvement Retail Stores” for the seventh straight year!

I love Ace Hardware for several reasons.  When it comes to customer service, they are solid as a rock.  Continue reading

Key to Customer Service

Lately I’ve been thinking a lot about “core values.” One of my clients asked me to write an article about hiring and firing for core values. In the process, I realized this is a concept worthy of a short article, just to get you thinking about you and your company’s core values.

As it applies to customer service, core values may be the reason a customer decides to do business with you. They may also be the reason that your employees enjoy working at your company and are motivated and committed to doing their best work. Continue reading

Every day I read a number of articles from various online resources. Someone  suggested I compile a list of my favorites for the week. Great idea. So, here you are. And, I’ve included a short description and a comment about each article. Most of the articles I share are about customer service and this week I included great articles about company culture, professional speaking and an amazing quote from Gandhi. Continue reading

This past week I had the wonderful opportunity of working with PADI (Professional Association of Diving Instructors). They support their customers (members) who run dive centers and resorts around the world. I presented a customer service speech at their headquarters in Southern California. As I toured their offices I noticed several things. Their walls were painted blue, like the ocean. There were dozens and dozens of large pictures of their members SCUBA diving. They have a pool for their employees to learn and practice diving, or to just relax in during lunch or after work. A nice locker room allows their employees to work out and ride bikes during lunch, so they can shower and return to work clean and refreshed. Surprisingly, this is exactly what I expected to see when I visited their building. Continue reading