Leading Undisciplined Service

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the ceo magazine, customer service,
Chip R. Bell

She was over-the-top friendly. Her eye hugs made you feel like you were in the presence of a forever friend.  As she rang up my purchase at the checkout counter of the super-sized department store, she commented on my cowboy boots. “You’re either from Texas or you got a heap of cowboy in your blood,” she teased as she put my purchases in a shopping bag.  Then she added, “I put a discount coupon in your bag for apple cider; you know you always need extra cider during the winter!”

Get Out the Popcorn

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A number of movies have been released just in time for spring break. I have watched with amusement as the critics have taken aim at movies like My Big Fat Greek Wedding 2 and Batman vs Superman. The website Rotten Tomatoes rates films with its Tomatometer™ rating. According to the site the rating is “based on the published opinions of hundreds of film and television critics – it is a trusted measurement of movie and TV programming quality for millions of moviegoers.

Understanding Customers As People, Not Transactions

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the ceo magazine, customer service
Eric Berridge, CEO, Bluewolf

Today, the power of shaping brand experiences has shifted to the customer — they drive the sales process and dictate when, where, and on which channels to interact with your brand. Leadership needs to shift with this change, as digital disruption and increasing customer expectations are forcing organizations to compete on the basis of customer engagement to scale. If companies want to accelerate growth and achieve business outcomes, they need to know their customers as people, not transactions, and work to develop a culture that empowers employees to drive deeper engagement.

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