1001 Companies That Get Employee Engagement
We are excited to announce a new channel for the Switch and Shift message. It’s so new we haven’t even named it yet! We are launching a regular TV show...
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Customer Service Should be More Than a Luxury
Personalized service seems to have become rare in the marketplace. In the sea of automated recordings, form-letter emails and anonymous service representatives - true...
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Ted on “Marketing Made Simple TV”
What do Guy Kawasaki, Chris Brogan, Daniel Pink and I have in common? As of this week, we’ve all been guests on Marketing Made Simple TV, hosted by Jeff Ogden (with 2...
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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...
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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...
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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...
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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...
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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...
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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?...
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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...
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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...
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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...
Read MoreShawn's New Book on Snippet
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