I had an upsetting experience yesterday. Amid our current environment of chaos, confusion, and uncertainty, I find that people are generally behaving pretty well. I’ve noticed this at the grocery store, which I now visit only about once every ten days. Social distancing is in effect, with dots or X’s every six feet marking where…
Editor’s Note: This guest post is by Hunter Young. Think about this past week. Did you go to a business where you received below average customer service? Did it make you feel unwanted? Did you feel like leaving right then? If you answered “yes” to these questions, you’re not alone. Thousands if not millions of…
There are three groups of people you need to take care of if you are going to create a customer-focused organization—but most companies only focus on one. That’s a big mistake, say Kathy Cuff and Vicki Halsey, co-creators of The Ken Blanchard Companies’ new Legendary Service training program. “Every organization knows they need to focus…
New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues. By combining the ratings of issues rated as very important or extremely important, researchers at The Ken Blanchard Companies were better able to rank the issues presented. For example, 69 percent…
“If you don’t take care of your customers, someone else will,” explain Kathy Cuff and Vicki Halsey, co-creators with Ken Blanchard of The Ken Blanchard Companies new Legendary Service® program. A new infographic just published by The Ken Blanchard Companies identifies that poor customer service costs organizations in excess of $300 billion dollars annually. Statistics…
The Ken Blanchard Companies Ignite newsletter is a must-read for leadership, learning, and talent development professionals.The just published April issue explores how to create a culture of service in your organization. Highlights include Take an Inside-Out Approach to Improving Customer Service Scores Customer service expert Kathy Cuff believes that organizations need to take a look at how their…
Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to review the quality of their customer service is when they are trying to create a culture of service across the entire organization. That could be because…