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4 Lessons from Apple Watch to Improve Your Business

For a milestone wedding anniversary, my husband announced he had gotten me a great present. My first thought was, “Tiffany.” After all, what girl doesn’t like the blue box and the delights that might be found within it? Instead, I got something better: an Apple Watch.

Customer Service Nightmares

Today was the day I had dreaded for some time.  I had to clear up a bunch of issues with several big companies—Lowes, Comcast, Verizon, and KitchenAid.  And now with phone calls completed, I’m looking back on a day of exhausting, frustrating, and dehumanizing experiences

Customer Service: Communications + Action Conveys Caring

In this day of impersonal “press 1 for more options” customer service, PNC Bank really does stand out.  They’ve made it a competitive advantage to provide the best in service – and they really do.  I switched banks about six months ago because I got tired of the unfriendly treatment I got at the big, global bank I had been with for nearly 20 years.

By |2018-11-21T08:43:52+00:00March 1st, 2013|Categories: Audience Engagement|Tags: , , , |0 Comments

Why American Customer Service Resembles Soviet Collective Farms

In the old days of the Soviet Union,collective farms managed the growing process like this:  one brigade tilled the soil, one brigade planted, one watered, another harvested and no one was responsible when the crop failed.  Unfortunately, this same style of management and customer service seems to have been adopted by America’s biggest companies.