Customer Service Excellence

Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as steps that leaders and teams can take to make a difference for their customers. It concluded with several questions that teams can ask to help shape service that is best for their customers and their …

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Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

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Great Service Is a Leadership Responsibility

Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value. You can watch the 20 minute presentation “Beyond …

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