Organizational Leadership Archives - Page 29 of 32

Creating Customer Partnerships

Last week, I asked you to walk in the shoes of your Customers for a minute – and closed by asking you four questions with easy answers . . . but without helping you get to those answers. This week, I will close the loop by helping you lead in a way that creates closer,

Where Do You Draw Your Circle?

Let’s say you decided to start a business (I know, some of you have, stay with me). There are lots of things to think about – marketing, sales, production, financials, and LOTS more. But regardless of what type of business you are in, you can’t do it alone. You will have suppliers – from insurance

A Big Customer Mistake and How to Avoid It

We, as leaders, make a big mistake sometimes, and when we fall prey to this mistake, it spreads throughout our organization. I’m going to tell you what this mistake is, why it happens, and how to fix it, in less than 400 words. Are you ready? The Mistake We frame our customer relationships as solely

Customers or Employees – Who Comes First?

Perhaps the oldest conundrum of all is – which came first, the chicken or the egg? Perhaps the oldest in the minds of savvy leaders is, what is more important, my Customers or my Employees?It’s the CustomersMany wonderful books have been written about putting the Customer first. In 1983, Tom Peters and Bob Waterman (in In

Celebrating National Customer Service Week

I know, it seems like everyone and everything as a “week” or a “day,” yet few seem more fitting to celebrate than our Customers and how we serve them better. As leaders in any industry at any level, we must consider Customer Service as an important part of our job. I know, some of you

The 9 ½ Principles of Innovative Service

By Chip Bell My friend Chip Bell has studied and spoken on Customer Service for many years. He has consulted with large influential companies on this topic and written a number of great books on the subject too. Now, his latest book takes Service to a new, innovative level. This book isn’t an academic treatise,

Five Ways to “Romance” Your Long Term Customers

Last week, I gave you a metaphor to consider – the idea that we romance Clients or Customers to get them (like a first few dates), but after they are Clients, we tend to focus less attention on them (like 10 years after the wedding). If you want to avoid this tendency, both personally and

Romance, Courtship and Satisfying Customers

It’s June – the month of weddings. And since I got married 27 years ago this coming August, I have but a vague memory of the courtship process. Here’s how I recall it: You identify someone you would like to attract (we’ll call them a prospect), and begin selling. You work hard to be noticed,

How to Improve Customer Service in Your Organization

Every leader at every level in every organization needs to think about Customer Service. Whether you lead a team that is talking to paying Customers every day, supporting those that do, or just interacting with internal Customers, the need for Customer Service skills –and a Customer orientation is critical. When this subject comes up when

Sharing Big News – And You Benefit!

For the past 6 years, we’ve offered a variety of public workshops across the country in conjunction with our media partner, Briefings Media Group (perhaps you’ve even attended one). And today I’m excited to announce our acquisition of these workshops as the newest way that we are striving to better serve your learning needs. I

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