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Words You Do Not Use With Customers
Recently I came across some photos I took when I did a program for Abu Dhabi University in the United Arab Emirates. Abu Dhabi University. Photo by J. Jeff Kober. I was asked to do a customer service...
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Cleanliness Begets Cleanliness–And More!
Map of Shanghai Disneyland displayed during D23. Can something that costs $4.4 billion end up trashed? Photo by J. Jeff Kober. A recent poll by Shanghai Daily showed that over 1 in 4 readers were...
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“If You’ve Got Time to Lean, You’ve Got Time to Clean”
My previous article yesterday addressed whether or not the people of China would trash Disney’s newest park in Shanghai. I also discussed an experience of being at my gym and seeing it trashed. When I...
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A Simple Subscription–and Prescription for Success
Visited a doctor’s lab for a stress test today. Good news–the test went well. And the staff was really friendly and informative. They gave me some really helpful insight. And they walked (albeit at an...
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Government Service Like a Sloth
Have you had this kind of experience? Worse, are you offering this kind of experience. While the film has yet to come out, the scene couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia,...
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How Do You Feel About Customer Service?
World Class Benchmarking’s Chain Reaction of Excellence. Our thought leadership at World Class Benchmarking holds that the best-in-business organizations succeed because highly satisfied customers...
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Laying New Ideas for Customer Service at Chick-fil-A
It’s interesting what you’ll experience when you visit different Chick-fil-A locations. Here are three examples I’ve recently found: 1. At a restaurant near to us we were given a color coded sign to...
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Reducing Social Harm in the ICU
Photo via Pixabay A new article in the Boston Globe focuses on the affect that health care has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though...
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Brick Ownership
A LEGO Brickumentary–Suggests ideas in Brick Ownership. Recently I was asked to do a program on the future of Customer Service. One of the key concepts I introduced was “Brick Ownership”. What is that?...
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Doctors and Why Trust Matters
Last week I became ill on the way home from a long trip to Asia. In fact, I saw a doctor at the airport in Hong Kong to get some relief. Still, I had a long, painful flight home. I knew I needed to...
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Customer Service: The Buck Stops Here
President Truman on more than one occasion would refer to the concept that “The Buck Stops Here”. Indeed he saw a sign for such on the desk of another federal official in Missouri. Truman liked it so...
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The Potbelly Promise
In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on...
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Connecting The Chain Reaction of Excellence
Our thought leadership about how to make organizations successful has led to the following model: World Class Benchmarking’s Chain Reaction of Excellence. Moving from right to left, let’s look at the...
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Anticipatory Service
Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from my home in Orlando to Portland, Maine, and then driving to Augusta,...
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Backing Up Customer Service
We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen...
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Customer Advocacy in Government
It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort...
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Can Government Act Like the Waldorf Astoria?
Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system. With the support of the Public Strategies Group (of...
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Do You Hang Out With Alexa Or Azuma?
Do you own an Amazon Echo or Amazon Echo Dot? If you do, do you refer to it as such when speaking with others, or do you refer to it by its personal assistant interactive name, Alexa? Do you feel some...
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High Tech Experiences at McDonald’s
First of all, our apologies for not having some more recent articles on our blog. It has been a balance of offering new content while exceeding the demands of our clients and customers. However, we...
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Avis: My Service Hero
For several years I’ve been with a “not-to-be-mentioned” car rental service. I can easily up to 10 K in rental service each month. After a long series of little frustrations over the last year or so, I...
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