cebiz_logoI wrote the following articles for CEBiz magazine, between 2001 and 2007. I hope you will find some insights into customer relationships in these pages, and perhaps a few ideas about who I am and what I do.
Title of Article Date Published Read (PDF)
You're No Clerk? You're Really A Manager! October 2004 read
Does the following sound like a reasonable self-description? You've been looking for a job, and finally landed one with a local retail electronics establishment. You don't have a lot of sales experience, but you love technology and you were able to snow your way through the interview.
Getting To Wow August 2004 read
Most organizations have what they think is their service strategy: making heaps of money to appease shareholders. Consider that's really the measurement. If we focus on making lots of green, purple, blue, red and brown stuff, it's easy to deviate away from the customer experience. Matter of fact, a money focus eventually leads to people thinking, "if these damn customers would just get out of my way, I could get my work done".
Wow Vs. Ok June 2004 read
I'm getting awfully tired hearing the word "satisfaction" used in the world of customer service. "Satisfaction guaranteed or money refunded". "Our promise is customer satisfaction". "We want to satisfy you". It's a word devoid of meaning, power and memory.
We Are The Customers We Want? May 2004 read
In the world of romance, a woman who expects exotic furs, vintage champagne, lavish attention and ad nauseum reminders of your undying devotion is termed "high maintenance". The walked-upon gentleman of the moment is continually chided by his companions with the question, "Is she really worth it?". Good question. In business as well as romance!
Communication - Tell 'Em Often And Tell 'Em Straight April 2004 read
This article addresses the mistake we make when we don't design and follow a proactive communication strategy as part of our execution plan with our customers.
Simon Says..."I Would Like" March 2004 read
I'm continually reminded that service is a game. Unfortunately, the problem is that most people don't know the rules of the game, let alone that they're playing a game. A game always needs to have a purpose, like "to make the experience a richer one for everyone involved". Richer can include tangibles and intangibles, money, goods, enjoyment, laughter, greater possibilities for the future…..