Is Your Customer Service Headed in the Right Direction?

Posted by on January 01, 2000
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Category : Blog

Is Your Customer Service Headed in the Right Direction? From a customer perspective, your frontline customer contact employees are your company. How are you treating your customer contact employees? Are they satisfied? Do they have all the tools which they need to do an excellent job? Do you survey them at least annually to get a valid answer to these and other important questions? When a customer calls your business for customer support or technical

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Is Your Customer Satisfaction Headed in the Right Direction?

Posted by on January 01, 2000
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Category : Blog

How do you know if your customer satisfaction is headed in the right direction? If you started correctly from square one and designed your products or services based on random, valid potential customer input, such as in focus groups, then you can be a lot more sure that your customer satisfaction is going to go in the right direction. If you have a toll free customer line and a clear method of reaching your customer

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Is It Easy For Customers to Contact Your Business?

Posted by on January 01, 2000
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Category : Blog

Let’s say that you have a software-related business and that I’m your customer. I run into a problem using your software while on the Internet and need to have the problem solved right away because I’m working on a big project for one of my clients. How easy have you made it for me to contact the exact type of person I need to exactly solve my problem quickly? Do you send me to a

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Secret Service Systems

Posted by Don Thorpe on January 01, 2000
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Category : Blog

  “Hello, Mr. Thorpe”, may not be all that unusual in daily life but I think it is at a hotel you stay at 8 nights a year.  I serve on a few councils, boards and committees that meet in Minneapolis, MN.  So with participation in these organizations goes travel and hotel stays.   So, about 6-8 nights a year I stay at the Hotel Sofitel in the twin cities.  It is a beautiful property that

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Do you know the Lifetime Value of your Customer?

Posted by Don Thorpe on January 01, 2000
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Category : Blog

Quite a few years ago I wanted my team members to know the magnitude of what our customers were really worth to us.  I decided to determine what the average guest spent in our business.  As I started the project, I quickly figured out that there were other factors that determined the value of the customer other than what they spent on a yearly basis.  I decided to take an in depth look at all

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On Purpose Customer Experience by Don Thorpe

Posted by Don Thorpe on January 01, 2000
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Category : Blog

Most businesses spend a large amount of time setting up a business plan and then setting up protocol to check and recheck their progress against that plan. Most individuals spend a huge amount of time planning out their next vacation. From research to booking tickets, it can be serveral evenings of concentration to set up the perfect vacation. Unfortunately, most organizations do not spend any time at all setting up the Experience they want their

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The Positive Side of Complaints

Posted by Jennifer Engle on January 01, 2000
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Category : Blog
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Understanding Diversity

Posted by Julian Jackson on January 01, 2000
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Category : Blog

What is diversity? I am sure many people hear this word and never really get a clear understanding. My goal is to help clear up the ambiguity. Diversity is understanding the differences that make each person unique. Everyone has their own identity and make up and it comes from a wide variety of backgrounds. Being able to accept these differences in identity and make up is  what diversity training is all about. Why understand diversity?

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Martin Buber (1878-1965) was an eminent Jewish Philosopher.  His most influential work was perhaps “Ich und Du” which was translated into English as “I and Thou.”  Reading this book was a great challenge to me, but it was worth the effort. “I and Thou”‘ was based on Buber’s philosophy of Dialogue which explored the distinction of what he called “I-Thou” or “I-it.” According to Buber the “I Thou” seeks to establish communication between two individuals as they

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Transcendence:  Lying beyond the ordinary range of perception. Western Culture is witnessing a malaise of the spirit due to the want of rhapsodic transcendence.  We inherited many good things from the Greeks, including their neurotic tendencies for lifeless intellectual systems of thought.  The abstract grammar of logic and mathematics are the unchallenged idolatries of the Western intellectual heritage.  When a point of view can be argued and debated, when the major premise and the minor

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