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At the recent ProductCamp in Austin, I heard a well-respected researcher make the following comment: ‘Techies will never understand customers.’ That’s quite a statement. And it’s false. I used to run a tech company. We employed 48 techies, so I g... More...

The other day I had a really nice email from a customer who wanted to thank me for the products they had bought. As I started reading the email, I thought, "hey, that's kind of nice" but then, when they ended their email with the words, "I just lo... More...

In today’s economic environment, customer service is more important than ever. With fewer consumers spending less money, each dollar spent can be critical to the bottom line of any organization. What is your organization’s customer service standard g... More...

Last time around, we got all dark and gloomy and even a bit emo about customer service in healthcare. Where does that leave us? Well, the good news is that the answer is really simple, and better yet, it is the driving force for many indi... More...

In healthcare, customer satisfaction can be a real challenge. In a Hospital setting, who do you suppose we are benchmarked against? For starters, there are other hospitals nearby. In fact, within the county we operate, there are 12 other hospitals. B... More...

When it comes to patient satisfaction, sometimes it is the little things that can make the biggest difference. Staying in touch with the patient, and following up, or just checking in to say “hi” can mean the world to our patients. So stay in tou... More...

Recently, I made an appointment with my doctor and requested the first appointment of the day. I had a lot I planned to accomplish that day (and I hate to wait!). I was given the 9am appointment. First one! Perfect. When, on the day of my appointment... More...

You may have heard the story of musician Dave Carroll who took a United Airlines flight to Nebraska for a one-week tour and had his guitar damaged by luggage handlers. Though he complained to the airline for over a nine-month period, the company refu... More...

6 Signs Your Service Probably Stinks By Bob Harris The Attrition Busters Ouch! This isn’t a very nice title for an article at all. What’s even more acerbic is that many owners and managers in nearly every industry seem to be missing the top sig... More...

Everyone these days wants and says they're service-oriented. Many times, in today's economic climate, with commoditized products and services abounding, customer service is in fact the only differentiator. Those who deliver a great service experience... More...

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News

Can a Techie Ever Understand a Customer?

"Don't Look for Customers, Look for Fans"

Leadership and the Customer Experience

A Sobering Look at Customer Service in Healthcare, Part II

A Sobering Look at Customer Service in Healthcare, Part I

Follow Up in Healthcare

Whose Time Do You Value?

The View on YouTube

Six Signs Your Service Probably Stinks!

So you say you're customer-service oriented?

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