Archive | November, 2013

Photo Credit: <a href="http://www.flickr.com/photos/45581782@N00/2086641/">psd</a> via <a href="http://compfight.com">Compfight</a> <a href="http://creativecommons.org/licenses/by/2.0/">cc</a>

Experiment This Week With the Power of an Observant Thank You.

Here in the US, it’s Thanksgiving this week as well at the beginning of Hanukkah. Many folks will take time off from work to be with family. So instead of my usual Thursday post on Strategies (th)at Work, I’m doing a special short post early this week about saying thank you. First, I want to […]

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Photo Credit: <a href="http://www.flickr.com/photos/7838055@N05/4043682946/">T U R K A I R O</a> via <a href="http://compfight.com">Compfight</a> <a href="http://creativecommons.org/licenses/by-nc-sa/2.0/">cc</a>

How To Help a Boss or a Client Who Is Determined and Wrong

We are standing in the elevator and I ask my colleague, “how’s the donkey?” She replies, “dead.” We both sigh and the other people in the elevator look at us uncomfortably. A week before, my colleague’s boss made a decision that he wanted her to implement immediately. She was sure he was going to regret […]

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customer sat matrix

Three Keys to Measuring and Managing Customer Satisfaction

All of us think we can whip up a customer satisfaction survey with a rating scale, send it out, and tabulate the results. What’s so hard about that? What could possibly go wrong? Here are three keys to getting it right. First, customers form their views based on the end-to-end customer service, not just on […]

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