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Oftentimes during Service Excellence training, I will ask participants to identify companies known for great customer service. People often bring up Chick-fil-A, Disney, and some high-end Retail Stores. We’ll occasionally get QuikTrip mentioned or an organization like Amazon. Then the question is asked: What about the experience makes you consider that organization to have great […]

Patti had had enough. Her cable was out, so she called the cable company, and after holding for close to 20 minutes, she got a call center representative on the phone. After sharing the problem with the employee, Patti was told that the cause of the issue was in the home. She was told several […]

We’ve written several TOWs over the years on Client Relationship Development, Touch Point Planning, and Retention & Growth strategies, and all – in some way, shape, or form – address Retention Drivers. We’ve offered many examples of Retention Drivers for particular industries like Sports, but let’s discuss how you determine the specific Retention Drivers for […]