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Thoughts on first impressions

Opinion 18 December 2012 Dan Bobinski

In the past, whenever I've returned to the United States after travelling abroad, I've always been glad to get home. But this year, for the first time in my life, the way I've seen U.S. airport employees treat the public has made me embarrassed for America.

The emotional impact of customer service

News 03 October 2012 Brian Amble

In customer service situations, it is emotions that matter. According to new research, not only is positive emotion from staff contagious to customers, but satisfied customers improves salespeople's moods, too.

Don't disappoint your online customers

Opinion 29 June 2012 Andy Hanselman

With the inexorable rise of social media has come a headache for businesses. When customers talk about you online, they expect a response. Fail to meet these expectations and they will be disappointed – a disappointment that can quickly turn to outright disaffection.

Customers: love 'em or lose 'em

Opinion 18 June 2012 Dan Bobinski

Do you ever wonder how many customers your business may have lost due to customer service blunders? Statistics show that after only two negative incidents at any place of business, people are likely to shop elsewhere – which makes customer satisfaction a more important goal than ever.

The ingredients of customer delight

Opinion 21 October 2011 Andy Hanselman

In truly customer-focused organisations, 'customer delight' is an integral part of the culture. It's just the way things are done. And whatever your industry or sector, there are some common ingredients that can help you achieve it.

No second chances

News 19 October 2011 Brian Amble

Cash-strapped consumers are becoming increasingly discerning where and with whom they spend their money, with more than a third saying that they would walk away from a brand for good if it failed to deliver a good customer experience first time, every time.

How powerful are your customers?

Opinion 17 August 2011 Bob Selden

For too long, customers have taken a back seat to investors. But are they now making their voices heard? Three recent news stories suggest to me that they are.

Make your customer service authentic and fast

Opinion 21 June 2011 Dan Bobinski

Training in customer service doesn't require much money. It's mostly about instilling a service mindset throughout the organization. Such a mindset reaps great rewards, yet time and again we see companies do badly and even fail because of poor customer service.

The bold employee experience

Opinion 17 May 2011 Shaun Smith

If you want to deliver a great customer experience you must first create an engaging employee experience. And what what motivates employees is feeling connected to the brand promise.

Competitive advantage and UBER culture

Opinion 08 March 2011 Andy Hanselman

In real customer-focused businesses, 'culture' is integral to competitive advantage becuase it is the thing that gives customers a reason to come back and to tell others.

Why customer focus is overrated

Opinion 13 January 2011 Martin Koschat

It's simply not true that an organization has to be customer-centric to be successful. In fact, many companies are successful with a minimal amount of customer focus and customer engagement.

Customer strategy and the art of listening

Opinion 19 October 2010 Robert Heller

The mantra that 'the customer is King' is mouthed by senior managers in every industry. True in theory, it is an ignoble lie in most companies, because executives prefer their ivory towers to the store floor.

Dealing with disappointment

Opinion 11 October 2010 Andy Hanselman

One sign of good customer service is how an organisation deals with customer disappointment. In fact, successful companies go out and look for complaints because they know that the easier they are to complain to, the more customer-focussed they are likely to be.

Asian firms neglect customer service

News 29 September 2010 Brian Amble

Companies in Asia are not putting sufficient emphasis on customer service, according to a new report, with a growing divide opening between what consumers expect and what firms are prepared to provide.

10 questions to ask your customers

Opinion 27 September 2010 Andy Hanselman

Lots of organisations invest a lot of time and money in getting customer feedback. But much of this time and money is wasted because they either ask the wrong questions or ignore the answers. So here are 10 questions that can't be ignored.

Micromanaging into oblivion

News 11 August 2010 Brian Amble

Dan Bobinski argues that the reason USPS is losing so much money is that it's an organization in which micromanagement to enforce inefficient procedures has run riot and finding ways to operate more efficiently is actually punished.

Plan a bit of spontaneity

Opinion 22 July 2010 Andy Hanselman

Planned spontaneity is a great way for any organisation to enhance the customer experience. Not just that, it's also a great way of engaging your people in helping demonstrate to your customers that you do actually care.

Customer service, or disservice?

Opinion 03 March 2010 Dan Bobinski

When was the last time you approached your business as if you were a brand new customer? What would your customers say about how you greet them, how you treat them, and how you talk about/treat your co-workers?

RIP the 4Ps

Opinion 10 February 2010 Andy Hanselman

Traditional marketing theory has for years been based on a fundamental principle known as the 4Ps. But it's time to forget about them. The original 4 Ps are Passe, Past it, kaPut and Pointless. Instead, I offer you a new set of P's for the age of customer control.

Give, give, give

Opinion 21 December 2009 Andy Hanselman

What could you give your customers or colleagues this Christmas? I'm not talking about discounts or donations, but things that won't cost you anything but still add real value to others.

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Latest book reviews

MORE BOOK REVIEWS

Super Adaptability: How to Transcend in an Age of Overwhelm

Super Adaptability: How to Transcend in an Age of Overwhelm

Max McKeown

Max Mckeown's heavyweight new book draws from neuroscience, psychology and cultural evolution to develop a practical framework for human adaptability.

The Enlightened Manager

The Enlightened Manager

Vishwanath Alluri and Harry Eyres

Can we truly manage others without first understanding ourselves? This is the question at the heart of a book that takes an unconventional approach to management by drawing on the teachings of the teacher and philosopher, Jiddu Krishnamurti.

The Confidence Myth

The Confidence Myth

Ginka Toegel

How can women leaders break free from gendered perceptions? Professor Ginka Toegel’s new book challenges the narrative that female leaders lack confidence or that women need to "fix" themselves, arguing for a fundamental shift in how organisations recognise and reward competence.