Last week on tompeters.com, Steve explored a new concept that we are living in a post-customer service age. He continues the theme this week with his newsletter, The Post-Customer Service Age: A Cinderella Story. He asks us to ignore the bad customer service stories and focus on beating the best customer service-oriented companies through relationship building encounters. A tale with a moral, indeed.
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In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.
Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."
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