Managers Archives

May10
What is a Customer-Focused Strategy? Thoughts and Examples
What is a customer-focused strategy?  That is the question that Glenn Ross of Customer Service Experience asked a group of customer service/marketing bloggers.  Here are some answers he has received so far:"Most simply, I would define “customer-focused strategy” as...
Apr29
The Word of the Day: Accessible
At the top of my list of the most accessible CEOs in the fashion/retail industry is Tony Hsieh of Zappos.com.  I'm learning that he spends quite a bit of time hanging out with his Twitter followers.  Tony is so accessible... Continue Reading
Jan 3
Celebrity Apprentice: It's Not About the Product
If there's one reality show I think business people should watch, it's Donald Trump's "The Apprentice".  The first couple years the show aired, I was addicted to it.  Granted, I could do without all the big egos and drama (I'm... Continue Reading
Oct23
Why Hands-On Managers Are More Successful
When I worked at Wet Seal I often complained that I never had the time to do "managerial work" - i.e. sit down and work on scheduling, budgets, and sales planning.  Most of the time I was doing everything that... Continue Reading
Oct22
Are You Measuring the Right Thing?
Does a company benefit more by saving 20 seconds on a call, or by winning a customer for life by taking extra time to create a satisfying experience? That's one of the questions asked in this article about improving and... Continue Reading
Oct 3
What Will Change Customer Service in America?
One of the speakers at the ACCE whose seminar I enjoyed listening to was Steve Coscia of Coscia Communications Inc. I wanted to get his thoughts on what it would take to change customer service in America and this is... Continue Reading
 


How To Change Your Company's Customer Service
Having Difficulty Managing Employees' Schedules?
Inspired Employees
What Would Boost Your Morale?
How Do You Deal With a Boss From Hell?
Are You the LeBron James Of Your Team?
The One Thing That Scares Customers Away
Thoughts on Managing People
Are You a Coach or a Trainer?
Is It Your Goal To Provide Phenomenal Service?
Reminding Employees of their Mission
A Vacation Can Help with Customer Service
Tips For the Times You Get Slammed
Don Forrer on Customer Service
An Example Of Leadership In Customer Service
Letting Go Of Good People
John Gratton Says, "Cultivate Mindfulness and Seek Resonance"
Take A Step To Improve Each Day
Motivating Your Customer Service Reps
Passion Is...
"Funny" Managers
Employee Loyalty
Creating A Culture of "Service" Within the Company
Valuing Your Employees
Dealing With Customer Complaints
Actions Speak Louder
Customer Service Interview Questions for Managers
Tips For Customer Service Managers

Managers Archives

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