Forget about the “new normal”: Design something different
Five principles of service design, adapted for the COVID-19 era.
What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.June 29, 2020 by Thomas A. Stewart and Patricia O’ConnellRelated tags: coronavirus, COVID-19, customer experience, customer service, digital, retail trends, salesEmbracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems.June 18, 2020 by Matt PalmquistRelated tags: consumer insights, consumer trends, customer experience, customer service, retail trendsNiche work if you can get it
Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.November 11, 2019 by Thomas A. Stewart and Patricia O’ConnellThe Jolly and Folly of Holiday Decor for Retailers
Christmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.December 21, 2018 by Matt PalmquistThe power of price points
Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.October 17, 2018 by Thomas A. Stewart and Patricia O’ConnellRelated tags: airline industry, brand, consumers, customer experience, customer segmentation, customer service, strategic planningWhy You Need to Keep Your Customers Close
Subscription models can bring a steady revenue stream for companies that understand the customer life cycle.July 9, 2018 by Dutta SatadipRelated tags: customer experience, customer retention, customer service, data analytics, sales, subscription modelDanny Meyer’s Recipe for Success
How the restaurant mogul behind Union Square Cafe, Shake Shack, and many other dining destinations uses culture to drive scale. See also “Building a Culture of Hospitality: Danny Meyer’s Team Prepares for Service.”June 20, 2018 by Ann GrahamHospitality in Action: Danny Meyer Sets the Table at Union Square Cafe
Scenes from Union Square Cafe as the staff gets ready to open for the day show the company’s culture of “enlightened hospitality” in action. For more insight, read “Danny Meyer’s Recipe for Success.”June 20, 2018Closing the Gap between What Consumers Want and What They Get
People want more human touch in their shopping experiences, but in this increasingly digital, automated world, how can brands deliver?April 11, 2018 by Amy EmmertRelated tags: brand, consumer insights, consumer trends, customer service, digitization, marketing strategies, recent researchBest Business Books 2017: Marketing
Steady ProgressNovember 7, 2017 by Catharine P. TaylorRelated tags: advertising, analytics, best business books, cmo, consumer insights, consumer trends, customer service, e-commerce, marketing, marketing strategies, salesThree Promises Every Sales Team Needs to Make — and Keep
The simplest way to reduce customer churn is to commit to and deliver real value.June 19, 2017 by Elizabeth DotyHow Howard Schultz’s Angel Poised Starbucks for Success
Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.January 10, 2017 by Thomas A. Stewart and Patricia O’ConnellThe art of customer delight
The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.November 1, 2016 by Thomas A. Stewart and Patricia O’ConnellWhen It Comes to Trust, It’s the Little Things
Lasting confidence in a company is built one customer interaction at a time.October 17, 2016 by Eric J. McNultyCustomer Loyalty Isn’t What It Used to Be
Instead of relying on points programs and clever marketing, companies have to listen carefully to customers and adapt products and services to their changing expectations.October 10, 2016 by Beth Benjamin and Ann GrahamMailing It In
Before the Internet, the telephone, and the telegraph, the U.S. Postal Service revolutionized communications.July 27, 2016 by Mark GimeinWhat Consumers Most Want from Health Insurers’ Technology
People don’t crave the latest fitness wearable. Their overwhelming preference is for simple applications that provide and organize information.June 29, 2016 by Keith Fengler, Jaime Estupiñán, and Kenny ChanUncomfortable Truths Don’t Just Go Away
Four ways to better speak truth to power, and for the powerful to hear it.November 30, 2015 by Eric J. McNulty
All articles tagged: customer service
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