Tag Archives: customer experience

Four Forgotten Elements of Customer Service Recovery

Posted on May 26, 2015 by Dave Mitchell

No matter how committed your organization is to service excellence and the customer experience, you will miss the mark on occasion.  I remember many a heated conversation between the executive team of a former employer over the notion of a … Continue reading →

Posted in Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , , | 1 Comment

Finding Mindfulness in Packing Tape

Posted on May 18, 2015 by Dave Mitchell

Rivaled only by childbirth (so I am told) and buying a car, I don’t know of many life experiences that combine so much joy with so much pain as moving into a new home.  We have done it seven times, … Continue reading →

Posted in Leadership, The Power Of Understanding People | Tagged , , , , , , , | 4 Comments

Got My Mojo Working, But It Just Don’t Work On You! Part Two

Posted on March 19, 2015 by Dave Mitchell

Muddy Waters understood the challenge of rapport building.  In part one of this two-part blog post, I used the iconic Waters’ blues song to illustrate the concept of interactive style schemas and their importance to developing rapport with others.  Identifying … Continue reading →

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Is Your Customer Satisfaction Score a Lie?

Posted on September 22, 2014 by Dave Mitchell

One of the fundamental tenets of performance improvement is to identify a metric that measures how you are doing.  In business, the typical metrics are profitability, operational efficiency, and stakeholder satisfaction.  The stakeholders are generally defined as ownership, employees, and … Continue reading →

Posted in Customer experience, Customer Service | Tagged , , | 4 Comments

On No You Didn’t! Four Tips for Winning Back a Customer

Posted on July 21, 2014 by Dave Mitchell

I was skimming my business expenses on my American Express statement when I came across the $1600 charge for my two day, one way car rental from St. Louis to Kansas City.  It was not simply good fortune that directed … Continue reading →

Posted in Communication, Conflict Resolution, Customer experience, Customer Service, The Power Of Understanding People | Tagged , , , , | 3 Comments