Lessons from my favorite theme parks
Theme parks are awesome, especially Disney and Universal. Combined, I’ve been to both more times than I can count…literally. Besides making me a de facto guest services agent for other visitors, I also [...]
Posts Tagged ‘Customer Service’
Customer service is not transactional
Imagine getting new business from a client 25 years after an arduous transaction. Now imagine you received that call without making an overt effort to acquire the business other than simply sending an annual Christmas [...]
“National Customer Service Week” takes place every week at CO-OP
For more than 30 years, National Customer Service Week has kicked off the month of October by celebrating excellence in customer service. For CO-OP Financial Services, working with our credit union clients to deliver the [...]
Customer servicing made simple
When a loved one is lost, that person’s finances are the last thing anyone wants to deal with. It’s adding insult to massive injury and tends to be a drawn-out ordeal. But, for [...]
The importance of member service is at an all-time high
Right now, if you’re a toilet paper salesman, life might be a breeze. Selling a product that everyone needs is usually pretty easy. Selling a product that everyone needs AND is hoarding for some [...]
Thank you, and have a seat!
I love amazon.com. I live in the middle of nowhere and so I tend to buy just about everything from King Bezos. Paper towels, dog treats, ink cartridges, a gas stove (not kidding). I [...]
The US and ME in customer service
The other day I was ordering a meal from McDonald’s. Don’t McJudge me! I got to the second window where you pick up your food and the woman shoved the bag at me [...]
Service never goes out of style
When you’ve been in business for over 40 years, you learn a number of things about change. Business, society, technology, and people evolve. Forty years ago we didn’t have cell phones, the Walkman [...]
Pivotal member service moments
I remember my first day in a customer service position. The manager was showing me around the store and pointing out employees, selling points, and a large laundry list of to-dos. We passed an elderly [...]
Three observations about FAO Schwartz
Last weekend, I took the dynamic duo to NYC. It was wonderful. The lights. The people. Ice skating. The Steelers beat the Patriots. I digress. One of the highlights from the Big Apple was a [...]
Three customer service trends to replicate in your business this year
Great customer service is something that every business should emphasize. Companies that put customer service at the forefront of their business are notably more successful and able to retain their customers longer than those who [...]
How insurance tracking can strengthen your enterprise risk management strategy
The primary purpose of insurance tracking is to track outstanding collateral to ensure your financial investment in these collateralized loans is protected by insurance. However, a well-rounded, well-managed insurance tracking program can do so much [...]
The weakest link
A good friend of mine learned that his son made the lacrosse team. That's great news. And bad news - because now you have to buy all the lacrosse gear. My friend didn't grow up [...]
Artificial intelligence (AI) vs humans for customer service
Making a customer service call to resolve an issue can be a real drag. You know the drill: you wait for umpteen minutes for the next available representative as precious moments of your life tick [...]
Deliver world-class service
The challenge of getting an entire organization on the same page is a top priority for every company, credit unions included. The credit union board of directors often expects the CEO and the senior leadership [...]