MARKETING MYOPIA: SHORT-SIGHTED CUSTOMER EXPERIENCE
May 15, 2014 | By: John DiJulius
In this eService, we are excited to be featuring an article from Annette Franz, who is an excellent customer service blogger. Does your company have marketing myopia when it comes to focusing on the customer? I’ve been using the phrase myopia or “short-sighted” a lot lately and it got me thinking. Too many companies are… Read Full Article
Create a World-Class Employee Experience
May 13, 2014 | By: John DiJulius
Employee Engagement, Part 2- Written by Senior Customer Service Consultant Dave Murray If you recall, in Employee Engagement Part 1, we focused on a Harvard Business Review post written by Rob Markey. In the post, “The Four Secrets to Employee Engagement,” Markey focuses on some recent findings from a Bain and Company study conducted across… Read Full Article
Amazon Pays Employees To Quit
April 22, 2014 | By: John DiJulius
NY Restaurant provides Secret Service – The maître d’ at New York’s Eleven Madison Park has created a fascinating way to provide Secret Service and make an emotional connection with guests. He Googles guests who have reservations at the restaurant, searching for Customer intelligence such as where they are from, birth date, profession, anniversary, so… Read Full Article
3 ways your employees engage your Customers
April 15, 2014 | By: John DiJulius
Customer Engagement is a contact sport – When dealing with Customers face-to-face, there are three ways employees can engage with Customers: incidental contact, secondary contact, and primary contact. Don’t just tell your employees to be present or to provide genuine hospitality without telling them how. Make it black & white, and make it measurable. One… Read Full Article
