Tag Archives: customer satisfaction

Service Excellence Begins with One Important Attribute

Posted on November 4, 2015 by Dave Mitchell

As I travel the globe discussing the customer experience with companies and associations of all sizes, I am repeatedly asked one critical question: How do we create a culture of service excellence?  It’s a tough one to answer. In fact, … Continue reading →

Posted in Customer Service, Selling Skills | Tagged , , , , , | Comments Off on Service Excellence Begins with One Important Attribute

No Visitors Allowed – A Haunting

Posted on October 23, 2015 by Dave Mitchell

The lovely bride and I moved from the mountains of Colorado to the vineyards of Eastern Washington about six months ago.  Our new home is located just west of Walla Walla on 20 acres surrounded by farm land.  It offers … Continue reading →

Posted in Communication | Tagged , , , , | 4 Comments

Customer Experience: The Head and the Heart

Posted on September 18, 2015 by Dave Mitchell

It was a day that epitomizes why my lovely bride and I frequently travel to Healdsburg, a sleepy little village nestled in the middle of some of the greatest vineyards in the world.  We woke up in a cottage in … Continue reading →

Posted in Customer experience | Tagged , , , , , , | 5 Comments

Being Courteous Isn’t Enough: Four Simple Secrets to Creating Long Term Customer Relationships

Posted on June 15, 2015 by Dave Mitchell

Last month, my lovely bride and I moved.  When you move into a new home, you have a concentrated opportunity to experience service scenarios.  During the first month at your new location, you will interact with a wide variety of … Continue reading →

Posted in Communication, Customer experience, Customer Service | Tagged , , , , , | 3 Comments

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