Quality Service Marketing

Breaking Up (with Clients) is Hard to Do

2009-11-24T06:23:00-05:00

Self-employed consultants can’t risk becoming disengaged from their client work, especially if they want to maintain their professional brand; i.e., reputation and credibility. They can, however, voluntarily leave a client. While this is a viable option, it's not easily made....

Healing Customer Service (Part 2)

2009-11-17T06:23:00-05:00

Note: Last week, I featured Part 1 of Chip Bell's guest post on the process of service recovery that included communicating with "Humility" and "Empathy". Here's Part 2. How to Turn an "Oops" into an Opportunity by Chip R. Bell...

"Healing" Customer Service (Part 1)

2009-11-10T06:23:00-05:00

For stressed employees dealing with stressed customers (especially during this year’s holiday season) – here’s a timely guest post from customer service/loyalty consultant, Chip Bell. [Note: due to content length, I'm posting this in two parts.] How to Turn an...

"The Power of Federal Employee Engagement" - Not Just for Feds

2009-11-03T06:23:00-05:00

Even the U.S. government is focused on employee engagement these days. A study by the U.S. Merit Systems Protection Board explored the link between employee engagement and outcomes, and the results confirm “employee engagement has a strong, positive impact on...

Employee Engagement Today (and Tomorrow)

2009-10-27T06:23:00-04:00

I was recently asked to speak to a management group. When told the topic was “How to Engage Employee’s in Today’s Economy,” I had to bite my lip to keep from screaming. It’s a popular subject these days, but seriously,...