Service is so much more than customer service. It is helping people accomplish things, and we do it everywhere every day. In fact, it is our human superpower; it’s how we have survived. We’re not the biggest, fastest, or strongest, so helping each other is what has kept us in the game. We need it … Continue reading Business is service. Service is human. Humans are the point.

It’s an organization that prioritizes helping people, inspires leaders to be of service to their teams, and encourages team members to cooperate and collaborate in consistently delivering solutions that create successful results for customers. It’s a chain reaction. It is a place where “how we do things around here” is basically helping anyone and everyone—including … Continue reading What does a service excellence culture look like?

In the world of customer service and customer experience, there is a problem that regularly rears its head: every company wants to make their customers happy, but what they do tells a different story. Why? Why do companies want this but fail? Usually, it’s because action for customer happiness doesn’t move much beyond talk and … Continue reading Making customers happy requires doing something.