Change Your Cultural Story, Change Your Corporate Results

In the course of working as a consultant to mend corporate cultures (I’m a consultant on company culture and the customer experience and service)  I see a lot of universal mistakes. (In other words: Unhappy companies are often unhappy in similar ways and for similar reasons, Tolstoy notwithstanding.) The happy part of this means that there are some universal solutions as …

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There's More To Patient Satisfaction Than HCAHPS Customer Service Scores: How To Improve Both

In hospital and healthcare settings, many of the questions I get as a consultant and speaker are about HCAHPS and how to improve those scores through training and other means. (I work in a variety of settings, including healthcare, as a  consultant and keynote speaker on customer service and the customer experience, which in this case means patient satisfaction and the …

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Building a Customer Service Initiative–With the Help of Your Employees

The goal of a customer service/ customer experience initiative – what you can ultimately hope to accomplish – is to learn what your customers appreciate, tolerate, and actively dislike, and to creatively redeploy your attention and resources in ways that help you win customer loyalty and improve your bottom-line success. In other words, it’s all about …

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The Importance Of B2B Customer Service: A Consultant's Viewpoint

B2B Customer Service Is Mission-Critical, even though it’s sort of unsexy: For vivid anecdotes that everyone can relate to,customer service speakers and consultants tend to stick to examples featuring household, consumer brands: Apple–Lexus–Starbucks-JetBlue and the like. As a keynote speaker and author on customer service, I understand the impetus for this very well: B2C is …

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Corporate Culture: Consulting The Customer-Centric Approaches Of The Greats

“People tell me my employees act differently when there aren’t any managers watching over them.” As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. And, it’s a concern that is absolutely on the money. Without a consciously created culture, your business leadership won’t last past the moment that …

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