All Entries Tagged With: "Customer Service"
Why Don’t You Want To Talk To Me?
I often write, as do so many others, about the importance of establishing a relationship with your audience/donors/community. However, according to a blog post on the Harvard Business Review, our customers may not want a relationship with us. Well, not with arts organizations specifically, but rather with businesses in general. The post, “Why Your Customers [...]
Acknowledgement from Unexpected Quarters
Last week I received an email wishing us a Happy Thanksgiving from one of the B&Bs we stayed at in Ireland this past summer. Thinking back to my discussions about developing emotional relationships with customers over the last few weeks, I thought that was a particularly clever gesture. A lot of social media software tracks [...]
That You Care Is What Matters
Yesterday I alluded to the research findings presented by Fleming and Asplund in their book, Human Sigma, that how you handle customer problems is more important to your relationship with them than actually solving the problem. (I should mention, HumanSigma is a program of Gallup so they have a lot of experience in surveying.) They [...]
Business Solutions Unfair to Customers
Emotional Advocacy Yesterday, I started writing about the book, Human Sigma by John Fleming and Jim Asplund and as promised, I wanted to continue exploring the book today. One of the things I was happy to see addressed was the idea of the single question customer survey. I had pondered the validity using the question, [...]
A Folding Table, A Jug of Water and Thou Sweating In The Parking Lot
I am reading a book about customer service right now. My intention is to report some observations on the text as a whole at some point. However, I saw an illustration of one of the points made in an early chapter today. The book had noted the veracity of “time flies when you are having [...]
Rewarding Any Bit Of Intiative
I have been thinking about performance awards for employees a fair bit lately in the context of our cleaning staff. Our building has three different people assigned to clean it. One guy is responsible for my office, another is responsible for the basement and another takes care of the lobby and seating area. The shop [...]