by wiadmin | Feb 10, 2014 | Customer Loyalty
One of the first things you learn about snowflakes in elementary school is they are all beautiful and all unique—no two alike. And, even though they appear white in color they are made of clear ice. It is a powerful metaphor for how we should treat customers....
by wiadmin | Jan 28, 2014 | Customer Loyalty
“Great things come in small packages” is a line often used as a caveat for speaking of diamonds—typically an engagement ring. But, I think it also applies to businesses. The heart, soul and diamond of the U.S. economy come in a small package—the small business. The...
by wiadmin | Nov 1, 2013 | Customer Loyalty
Most customer relationships don’t end in conflict…most vanilla to death. Neglect is more dangerous than strife; indifference more costly than error. Great relationships are fueled by affirmation. Nurturing the bounty of customer loyalty requires more than proper...
by wiadmin | Sep 6, 2013 | Customer Loyalty
Sixteen years ago one of the most beloved books in the field of customer service was published by Jossey-Bass Publishers—Fabled Service: Ordinary Acts, Extraordinary Outcomes by Nordstrom VP and general manager, Betsy Sanders. The book opened with a powerful story...
by wiadmin | Jul 16, 2013 | Leadership
Throughout your life and career, you’ve undoubtedly had a few mentors, even if they weren’t officially given the title. Your parents, teachers, coaches, bosses, pastors. All mentors. I’ve written about a couple of my best mentors: my dad–Ray...
