Ruminations on responsiveness: are you delivering fast enough?

Years ago, when contacting a customer service team, you’d be just as likely to put pen to paper as you would to pick up the phone. I vividly remember plenty of fax and telex communications in my first customer service role. Email and toll free numbers dramatically changed the landscape, and with it, expectations of…

Tuning in to customers – why you’re having a hard time hearing them

We’ve previously reflected on customer retention and creating proactive relationships, and I think we’re al in agreement that these factors are key to any continued customer engagement and business growth, but for most businesses, there’s a real challenge in tuning in to hear what customers value most, so you can invest your limited time, effort,…

Why I decided to blog

Well hello there readers, I’m most excited to get started here, but why, might you ask, am I doing this?  I guess there’s a number of reasons, the ideas that keep me awake at night, the naming and terrible experiences I’ve had as a customer and the years of experience I’ve had in businesses big…