Old Milt Linter
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still...
View ArticleBe a Creative Problem Solver
The travel and hospitality industry seem to be the perfect place to find excellent examples of good (and bad) business practices and examples of customer service. On a recent business trip I saw a...
View ArticleGuest Blog: When Business is Good, Customer Service Gets Tested
This week on our Friends on Friday guest blog post, my colleague Marilyn Suttle writes about a topic I often talk about, the importance of speed and customer service. Speed creates customer...
View Article5 Top Customer Service Articles for the Week of July 7, 2014
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about...
View ArticleThe Last Customer on Earth
What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter—and I were talking about this...
View ArticleGuest Post: Good Customer Service Is More Than Good PR
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall...
View ArticleHow Much Does It Cost to Give Great Customer Service?
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more...
View ArticleFollowing the Shot In
Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is...
View ArticleCustomer Disservice
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang...
View ArticleThe New Executive Position: CLO (Customer Love Officer)
The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to the forefront...
View ArticleStop Reading From The Script!
This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service...
View ArticleThe Unexpected Stands Out – Especially If It’s Bad
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it...
View Article5 Top Customer Service Articles of the Week 12-6-2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to...
View ArticleTop 5 Customer Service Articles for the Week of July 7, 2014
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about...
View ArticleThe Last Customer on Earth
What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter—and I were talking about this...
View ArticleGuest Post: Good Customer Service Is More Than Good PR
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall...
View ArticleHow Much Does It Cost to Give Great Customer Service?
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more...
View ArticleFollowing the Shot In
Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is...
View ArticleCustomer Disservice
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang...
View ArticleThe New Executive Position: CLO (Customer Love Officer)
The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App, who helped bring the word love to the forefront...
View Article
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