Tag Archives: customer satisfaction

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 →

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

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

Seven Tips for Increasing Sales and Customer Satisfaction in 2014

Posted on January 13, 2014 by Dave Mitchell

Fundamentally exceptional consultative selling requires that the sales professional disappear within the process.  When a customer is looking for a product or service, the sales professional must serve as the matchmaker between what the client needs and what is available … Continue reading →

Posted in Communication, Conflict Resolution, Leadership, Selling Skills | Tagged , | Comments Off on Seven Tips for Increasing Sales and Customer Satisfaction in 2014