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Starting a Customer Experience Program
We all know that starting something up from scratch is tough. Inertia must be overcome and the initial starting path may not be clear. Here are some of my thoughts on starting up a Customer Experience program. 1) Clear goals … Continue reading
Posted in Customer Experience, customer service, Marketing, Strategy, Uncategorized
Tagged culture, customer experience, goals, strategy
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Building a Customer Service Culture
We have all had the experience of being in line and seeing the person behind the counter on a personal call with their cell phone or texting away. Every time it happens, it reminds me of the decline in customer … Continue reading
Posted in Customer Experience, customer service, Strategy, Uncategorized
Tagged customer service, differentiator, metrics, Quality, Service
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Innovation
There is a lot of talk right now about innovation. Everyone wants to say they are good at it, but most companies are not. Sure, we hear about Apple and how innovative they are, but most companies are not in … Continue reading
Make it fun!
We all have things we need to get done. That is why it is called work. If it was fun, we wouldn’t really think of it as work – we would look forward to that activity. Wouldn’t it be nice … Continue reading
Getting back on my feet…
Having just been let go from my job, I have had to enter a whole new world. I am not a natural “networker”, preferring to have stronger relationships and probably less of them, than some others. Without the security net … Continue reading
Kids are the future!
Last night was the annual banquet for Young Life in North Baltimore. As far as banquets go, it was great – Tim, Nikki, the committee, the speaker and the volunteers all did a great job and everything went very well. … Continue reading
Mentoring
It is quite a joy to watch a baby/toddler grow and learn new things. Recently our 8 month old granddaughter was visiting and we were teaching her to wave. She was mimicking our actions, opening and closing her hand to … Continue reading
Relax and let go
Early this morning, I came across a deer who had tried to squeeze through the narrow gap of a “picket-like” fence. It had managed to get it’s head and front shoulders through the space, but it’s rear hips were stuck … Continue reading
More on Story Telling
As I mentioned in a previous blog, I have been focusing more and more on the art of story telling. It takes time to refine the story to the point where you have the key points and can concisely tell … Continue reading
Dave Zuidema 