Service Smackdown 3: Olympic Special Part 1 – London 2012 vs the World

A colleague once passed on the received wisdom that when a business starts to use sporting metaphors it’s a sure sign that it’s in trouble. Be that as it may, this post offers some lessons from the London 2012 Olympics for delivering superior service and a terrific customer experience. This means changing the rules for … Continue reading Service Smackdown 3: Olympic Special Part 1 – London 2012 vs the World

Getting a grip on emotions: 3) Putting customers second

Putting customers second is possibly a counter-intuitive response to superior customer service but it's at the heart of creating an emotional connection. The point is not to disregard customers in favour of e.g. shareholder value, profit or some other measure but to put the needs of employees before those of customers.It was Herb Kelleher, CEO … Continue reading Getting a grip on emotions: 3) Putting customers second