online community

What Are the New Rules for Engaging an Online Community?

Marketing and public relations’ role within professional organizations has shifted drastically with the advent of the online community. Now there’s a greater emphasis placed on storytelling. Traditionally, organizations would simply broadcast news, or channel it through the media – observe the reaction, then respond on a flexible timetable. Today, branding isn’t simply about beaming out a message. It’s about building trust with end-users, telling a compelling story and creating two-way social streams of dialogue…. 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»

trust issues

Trust Issues: What Happens When You Trust Your Customers

It is hard to have a positive relationship with someone you don’t trust. When you don’t trust someone, it’s hard to believe they have your best interests at heart. Without trust, there can be no true partnership. The thing most of us don’t realize is that trust issues affect more than just our personal lives, they impact our business relationships as well…. Read More»

best product

It’s Never About Having the Best Product… or Is It?

“It’s never about the best product, and always about the strategy”. Indeed, it’s always about searching for the best strategy to deliver a cohesive, well defined product. Well, while this is largely accepted, our work with some of the most celebrated companies in the world has uncovered that the opposite is also true. In other words, that it is always about searching for the best product to execute on a well-defined strategy.
Read More»

customer experience

Want to Deliver a Great Customer Experience? Don’t Throw Your Employees Under the Bus

Want a great customer service experience? Start with the Employee Experience. In the case of Wells Fargo, employees felt the need to stiff customers. Why? Because in order to hit bank-dictated performance targets, they had to achieve goals around numbers of new accounts opened. But here comes the catch. Wrong or right, employees felt they needed to do anything they could, including lie or cheat, to meet these targets. Even if it meant defrauding the customer…. Read More»

customer service

Monogram Customer Service with Your Signature Passion

Most customer service relationships do not end with a storm of sound and fury. Most do not end in a fit of dissonance or a caustic conflict. Most companies “vanilla” customer service to death. It is death by indifference, monotony, and negligence. When someone asked my wife the secret of our 50-year marriage, she quickly said, “We got married, but we never quit dating.” Customer relationships are like that as well. They thrive on a rich flavor of engagement, like Neapolitan or spumoni, not plain vanilla…. Read More»

  • footer-logo

    There’s a more human way to do business.

    In the Social Age, it’s how we engage with customers, collaborators and strategic partners that matters; it’s how we create workplace optimism that sets us apart; it’s how we recruit, retain (and repel) employees that becomes our differentiator. This isn’t a “people first, profits second” movement, but a “profits as a direct result of putting people first” movement.

  • Connect



    email: connect@switch&shift.com
    1133 Ferreto Parkway
    Dayton, NV 89403


    Terms & Conditions  |  Privacy Policy

    Newsletter Subscription

    Do you like our posts? If so, you’ll love our frequent newsletter! Sign up HERE and receiveThe Switch and Shift Change Playbook, by Shawn Murphy, as our thanks to you!
  • Contact Us

    Time limit is exhausted. Please reload the CAPTCHA.