Leading Gen Y: The Importance of Importance

As someone who is not motivated by a pay-check, I struggled when I first entered the work world. Well, not at first. First, I interned for a start-up and I thrived in that environment. It was a lean, busy, fast-paced environment where all the work being performed by each individual was absolutely necessary. Then I […] Read moreRead More»

Your Decisions Reveal Who You Are, and What You Value

When you make a decision, it results in an action. And the accumulation of those decisions and actions become how people describe you and think of you. This becomes your “story.” What story are the collective decisions of your organization telling your customers, employees, and the marketplace? What is important to you? Do your decisions […] Read moreRead More»

Customer Service Is Head & Shoulders Above When You’ve Got Their Back!

Thousands of company leaders around the world ask: Does customer service truly differentiate a company — head and shoulders — above the competition? Do customers return to companies because of customer service? These leaders raise the issue from a financial perspective. Well, there are many companies out there — from Ritz Carlton, Chick Fil-A, Zappos […] Read moreRead More»

Customer Service Starts by Being Naked in the Mirror

  Small businesses will save the economy and the American business model. Our economy has undergone several changes in recent years and the customer demographic has followed suit. One game-changer has emerged among all levels – service is the differentiator among successful businesses. Consumers even state that they are willing to pay up to 14% […] Read moreRead More»

Leadership’s Essential Tie to Customer Experience and Employees

I hate when I start to sound like a scratched record. It’s exhausting for me and I’m sure for those who have to listen to me. However, I recently found myself saying this a lot: If you’re merely providing a mediocre customer experience, then you may be better off providing a bad customer experience. Because […] Read moreRead More»

5 Changes Needed for Best-in-Class Customer Service

We can easily blame the lack of executive support, high turnover and under-skilled, poorly-trained employees for less-than-stellar customer service; certainly these issues are notorious contributors to failure. Truth is, however, outdated business views of customer service – and how that front-facing service is delivered – lurk menacingly in business processes and procedures. Sacrosanct are the […] Read moreRead More»

All I Know About Customer Service, I Learned as a Paper Boy

As a kid growing up in the less-than-opulent lumber towns of central Oregon, I understood early that I possessed a “customer service” mentality. My first venture? Door-to-door sales; a publication called Grit – “Celebrating Rural America Since 1882”. I made a nickel for each sale. In my mind, though, I knew each customer had to […] Read moreRead More»

What’s right (and wrong!) about Zappos’ customer service hiring and HR

One of the terms that gets thrown about a lot today in discussions of hiring strategies is ‘‘fit,’’ as in, ‘‘How well will this candidate ‘fit’ into the culture of our organization/company and exemplify our brand and our mission?’’ It’s not so easy to directly and definitively answer this question. Nevertheless, there are ways companies […] Read moreRead More»

On Creating Customer Loyalty

Your brand is now what your customers say it is. Companies can no longer hide behind big marketing campaigns. Ornate words and “marketing speak” can no longer mask mediocre products. Today’s customer is an educated and empowered consumer. And access to your competition is now only a click, tap or swipe away.   Ornate words […] Read moreRead More»

Does Great Customer Service Still Matter?

Switch and Shift is dedicated to sharing one undeniable business principle: in our uber-connected, modern world, the human side of business is not just “nice” or “the right thing to do”. Even more than either of those considerations, a relentless focus on people – inside the company and out – is absolutely essential to a […] Read moreRead More»

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