Blog Archives

Customer Service: Human vs. Robot

On Steve's Mind: a Newsletter

Two days after her 92nd birthday, an actor arrived on the set of a prime-time television show for which she had been hired to play a part.  At the entrance of the set, she encountered a security guard who was

Tagged with: , , , , ,
Posted in Brand Harmony, Customer Encounters, Newsletters, Observations, We relationships

‘You Have Cancer, Goodbye.’

On Steve's Mind: a Newsletter

Your excuses for delivering bad customer service don’t matter to your customers. “Mr. X, this is Betty from Doctor Y’s office. I’m calling with the results of your biopsy.” Mr. X is the name we will use for my close

Tagged with: , , , , , ,
Posted in Conversation, Customer Encounters, Loyalty, We relationships

Do It With a Human

On Steve's Mind: a Newsletter

Think of the companies you most despise doing business with. They may include an airline, a bank, a car dealership, or some other businesses. It’s likely that the source of your animosity was a problem with human interactions– an airline

Tagged with: , , , , , ,
Posted in Customer Encounters, Loyalty, Newsletters, We relationships

An Open Letter to the Class of 2015

On Steve's Mind: a Newsletter

Last weekend, I heard two very good commencement speeches at my son’s graduation from Boston University. The first was from A&E CEO Nancy Dubuc and the second was from television journalist Meredith Viera. What would I have said if I

Tagged with: , , , ,
Posted in Ditch the Pitch, Invent Your Future, We relationships

Bring Yourself to the Customer Conversation

On Steve's Mind: a Newsletter

One day in 2005, I found myself in a conference room in Sausalito, California with the top management of Kimpton Hotels.  This was the first meeting, in what would prove to be a very valuable business relationship.   I didn’t yet

Tagged with: , , ,
Posted in Conversation, Customer Encounters, Ditch the Pitch, Loyalty, We relationships

Time is Money? I Don’t Think So.

Joe and Megan have always been friendly rivals. They sell similar services and compete for the same customers. And, they have different approaches. Let’s have a look at how Joe and Megan do business. Joe: Time is money Joe is

Posted in Conversation, Customer Encounters, We relationships

6 Tips for Building Customer Relationships on the Phone or Through Email

On Steve's Mind: a Newsletter

Here’s one of the most common comments I get about building customer relationships: “We never see our customers face-to-face. We’re lucky if we get them on the phone, and most of the time it’s by email, or even by text. We

Posted in Conversation, Ditch the Pitch, Newsletters, Sales, We relationships

The 3 Goals of Every Customer Interaction

On Steve's Mind: a Newsletter

Your company has many interactions with customers. Some of these interactions are focused on making a sale. Some are focused on addressing a customer service issue. Others are focused on learning about the customer’s needs. But no matter what the

Posted in Conversation, Customer Encounters, Ditch the Pitch, Marketing, We relationships

Create Relationship-Building Encounters

When you interact with a customer, three things can happen. The relationship can stay the same, get worse, or get better. Learn how to improve your customer relationships by creating relationship-building encounters. Related Posts: Make this the Week of Encounter

Posted in Customer Encounters, Loyalty, We relationships

The Top 3 Principles for Great Customer Service

On Steve's Mind: a Newsletter

Imagine you purchase something in your local hardware store, where you have shopped for years. The product doesn’t work well, and you bring it back to the store, planning to demand a full refund of your money. Customer Service Scenario

Tagged with: , , , , ,
Posted in Conversation, Customer Encounters, Newsletters, We relationships
Subscribe to the Blog
Email:  

On Steve's Mind
Get Steve's newsletter featuring his ideas and practical advice delivered to your email inbox.
* = required field
Latest Tweets