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Who Are The Process Whisperers, And Why Should We Be Listening To Them?

Terry Starbucker

Back in 2005, when I was SVP of Operations for a cable television company (Bresnan Communications), I started hearing whispers… They were telling me things about the business that needed our attention. We started calling them and chatting about their experiences back in 2005, and also took the time to thank them for their loyalty.

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Overpromise, then Overdeliver – Your Customer Service Reminder of the Day (insight from Rick Berrera)

First Friday Book Synopsis

Here’s a book from 2005: Overpromise and Overdeliver: The Secrets of Unshakeable Customer Loyalty by Rick Barrera. He writes: If unshakeable loyalty is your goal, overpromising and overdelivering should be your methodology. And then he […]. Randy''s blog entries'

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Customer Service Training 101

Eric Jacobson

Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers.

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Hachi - A Great Dog Movie

Building Personal Strength

I loved her in Georgia OKeeffe (2009), The Upside of Anger (2005), and the Bourne thrillers. From Hachi we learn something about loyalty. Posted by Denny Coates at 1:28 AM Labels: Dogs , Loyalty , Movies 2comments: Audrey Rose said. And it starred Richard Gere, Joan Allen, and Jason Alexander. So I put it at the top of my queue.

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Where There’s No Margin for Toxic Leadership

Harvard Business Review

By 2005, the Chief Lightning Catcher found a company that wanted to acquire the firm and provide badly needed investment capital. But in December 2005, the offer fell through. Many CEOs of midsized firms are loyal to the team that got them there, but that loyalty is misplaced if it erodes the company’s ability to grow.

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Online Retailers Should Care More About the Post-Purchase Experience

Harvard Business Review

In 2005 A.G. Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Every step of the way, Sephora is trying to improve the customer experience and maximize loyalty.

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When Treating Workers Well Leads to More Innovation

Harvard Business Review

firms from 1980 to 2005 that voted to unionize, but where the vote was close. Daniel Bradley, a professor at the University of South Florida and co-author of the unionization study, suggested the answer is loyalty. But not everything that’s good for workers is necessarily good for innovation. It looked at U.S.