THE VALUE PROP BLOG

Good customer service is an essential ingredient in the success of your business. In order to keep our customers coming back, we have to provide them with a fulfilling experience – one that makes them feel they are better off when they leave than when they came in.

And good customer service might not be such an elusive concept. It might be as easy as being nice to people – offering them a smile and your full attention instead of just a passing hello. But sometimes...

Starbucks and moving boxes. Yes, you read the title right.

One of my employees is in the process of moving. Being resourceful as she is, she’s been calling around to stores to collect moving boxes for weeks – and one such store is Starbucks. Starbucks gets their big order in once a week; if you find out what day the order comes in, you can call to actually reserve the boxes for pick up.

Not too bad, right? But that’s not what this post is about.

This post is about...

12 times in a row, Porsche AG has achieved the highest customer satisfaction rating in the US. The auto group has an intense focus on customer service and communication that has landed them in first place in the JD Power Institute’s APEAL Study. They’ve reached the top — Porsche is the epitome of excellence in customer relationships.

What Porsche understands, however, is that customer service is not just a box you can check on the way to success. It...

Flying to the technology conference DEMO, in Palm Desert with a client. Instead of thinking about the conference and what I will see and who I will meet – I’m wondering, “why doesn’t Southwest fly Philly to Palm Springs?” Really. Because it makes a difference to me. Hmmm…

Have you ever wondered why Southwest is such a leader in its field?

Perhaps it’s because it offers superior airplanes or it could be because of their hiring process which...