customer contact

Customer Contact: The Enduring Power of “I Get You”

We typically think of customer contact “feedback” and evaluation as judgmental opinions, not as instructive information. We think we need cold, hard data to instigate accurate change. Consider the word itself. “Feeding back” implies nurturance, like returning important nutrients to the soil through fertilizer. Customers will more likely give you their lessons that “fertilize” your customer service if you approach them as a student eager for a lesson rather than as a student uneasy about getting a grade…. Read More»

innovative service

An Interview with Chip Bell, Author of Kaleidoscope: Delivering Innovative Service that Sparkles

We recently had the opportunity to talk to author Chip R. Bell about his most recent book, Kaleidoscope: Delivering Innovative Service that Sparkles. The book explores the nature and value of innovative service. Mr. Bell is a renowned keynote speaker and the author of several national best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Managers as Mentors, The 9½ Principles of Innovative Service, and Sprinkles: Creating Awesome Experiences Through Innovative Service…. Read More»

remarkable customer service

What are the Secrets of Profoundly Remarkable Customer Service?

hink back over the greatest service experiences of your life; the ones that impacted you so profoundly that today you still enjoy remarking about them. Not, those great experiences you enjoyed and then forgot after a week. Rather, those you will remember the rest of your life – the experiences that touched you in a deeply compelling way. What were the features of these profoundly remarkable customer service experiences? What made them implant so deeply they are easily recalled; so influentially they are enthusiastically shared?… Read More»

employee experience

Wells Fargo: An Object Lesson in the Connection Between the Employee Experience and the Customer Experience

It’s been a tough few weeks for Wells Fargo, and that’s probably a colossal understatement. Once considered a pillar of the banking industry, Wells Fargo’s positive reputation is now as mythical as the phony customer accounts its employees created in order to meet sales quotas and keep their jobs. Instead of creating an employee experience aligned with Wells Fargo’s values, they created an environment where employees who missed their targets had to work overtime or on the weekends…. Read More»

remote employees

Tech Trends That Turn Remote Employees Into a Cohesive Team

As remote work becomes more commonplace, it still poses a challenge for many leaders. Few are equipped to handle remote employees. It’s difficult to determine whether someone is on task, and it’s even harder to keep him engaged. When there’s no office to corral employees, it can be hard to track them down. That’s why it’s very important to leverage technology when you have remote employees. It brings people together in one digital space…. Read More»

Why Your Employees Don’t Trust You: What to Do About it?

Most people readily understand that trust (or lack thereof) will potentially impact every measure of success in our professional and personal lives. It’s relatively easy to understand the impact of a lack of trust between customers and any business. If customers don’t trust a brand, or a salesperson, because of a poor customer experience or […] Read moreRead More»

How to Intentionally Build Trust

You’ve probably gone to great lengths to surround yourself with honest people. They don’t lie, cheat, or steal. But trust involves much more than honesty. More frequently in the typical workplace, trust means consistency. Do you trust Kate to finish the project on time and within budget as she promised? Do you trust Carlos to build a cohesive team or will he be a divisive force in the department? Will Najma have your back when the executive team blames you for all the problems?… Read More»

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    There’s a more human way to do business.

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