The latest videos in our One in 1 Hundred Million series celebrate a couple of customer service stars. Nicco is the night manager at a hotel, while Catie is a server in a Japanese restaurant. It's interesting to watch these two videos together. Both of these folks are in service jobs that can be grueling. … Continue reading Customer Service – One Star at a Time
In a recent New York Times Magazine article entitled Thinking Outside the (Big) Box, Adam Davidson (of NPR’s “Planet Money) talks about a great customer service experience he had at Ikea recently when he went shopping for a closet system. He found the staff to be both available and helpful. He was surprised given that he'd … Continue reading Good Jobs Strategy = Happier Employees = Better Customer Service
For those of you needing some Hump Day humor - and a little perspective - I offer some tidbits from my past life running a Services organization for a software company. One of the teams I was responsible for was customer support - the folks on the phone 12 hours a day who handled all … Continue reading It's Always Hump Day in Customer Service
Today's guest post comes from our board member, William Tincup. William is a champion for customer-centricity in the human capital software space. He challenges vendors like us to do well by doing better for customers. At Kronos, we make significant investments in building solid products and providing the right services to help customers deploy and … Continue reading William Tincup on the value of great customers
For most of us, the Blizzard of 2013 is a minor inconvenience and a bit of an adventure. Dennis and I had to do about 30 minutes of shoveling, but are fortunate to have power. Some parts of our town are experiencing flooding, but our public works and emergency services employees are doing their best … Continue reading Thank You, Storm Heroes!
This may be my favorite song of all times, Aretha Franklin singing "Respect". R-E-S-P-E-C-T Find out what it means to me R-E-S-P-E-C-T Take care ... TCB (taking care of business). This is the time of year when we make our resolutions. We make our bold proclamations to friends and family. We set goals for ourselves … Continue reading The Queen of Soul and Continuous Improvement
The Bureau of Labor Statistics report this morning brought positive news, with US unemployment at 7.7% - a new low since 2008. Our Retail Labor Index this month showed a continuing increase in retail hiring (not unusual this time of year), but it's good to see that growth in other sectors as well. Let's … Continue reading BLS Jobs Report is Good – Holidays look a little brighter (but be careful at the company party)
The title of this post is a quote from my recent conversation with Steve Miggo, SVP of Operations and Human Resources at Safelite AutoGlass. I heard Safelite CEO Tom Feeney speak at the Net Promoter Conference in San Francisco, and was very impressed with the investment he's made in the development of their frontline workforce, … Continue reading Trust is the Oxygen for Organizations
Today's guest blog is from Ryan Robinson, an I/O Psychologist at Kronos. He writes about the well known phenomenon of bad customer service driving much more publicity than does good service. (If you want to see a huge viral example of a customer complaint - over 9 million views and growing- check out United Breaks … Continue reading Are We Wired to Complain?
The latest chapter of the book we're writing on achieving your optimal front line retention strategy is written by our board member, Mel Kleiman. The focus of this chapter is the key role that recruiting practices play in ensuring that the right talent is available, willing and able to serve on your organization's front line. … Continue reading Finding and Keeping the "Keepers" – Recruiting Front Line Employees
In a new article we've published, Are Hourly Workers Professionals?, David Creelman explores the qualities that differentiate professionals who happen to be paid by the hour from those who are merely punching the clock to earn a living. In his article, he talks about duration in the job, content that requires expertise, and a feeling of pride in … Continue reading Punching in at the Ritz Carlton
OK - I borrowed the title from a Steely Dan song from one of my favorite albums (link provided for those born after 1970). The song refers to a few cataclysmic events. For retailers, it refers to the day after Thanksgiving - when the holiday shopping begins in earnest, and retailers' financial fates are in the hands … Continue reading When Black Friday Comes…