Tag Archives: customer experience
Long, long ago, maybe back in the ’80s, “empowerment” was the hot new thing in workplaces. The word itself had a regenerative, creative, motivating sound. It held the possibility that, instead of laboring under bureaucratic Theory X command-and-control management structures (with an emphasis on control), employees could take responsibility for exercising business judgment in their [...]
Perhaps we’ve trained customers to believe that they’re always right or “king” so thoroughly that some of them feel “special” enough to violate institutional norms with impunity. Some of the behavior I witnessed during a business trip last month made me wonder whether we’ve taken our “customer focus” too far. Example 1: “U Can’t Touch [...]
Is this little hotel room presentation cute, or what? A couple of weeks ago my colleague Katie and I went to an all-day meeting in Virginia Beach, VA where we stayed at a Hilton Garden Inn. The property was well located, surrounded by perfect café and restaurant options. We received a pleasant welcome at check-in. [...]
It’s normal to be annoyed when you’re solicited at home by an organization you don’t know or don’t care about. But being mishandled by an organization you support can be irritating too! A fundraising call I got at home from a paid rep a few weeks ago reminded me, painfully, just how crucial it is [...]
March 12, 2013 – 10:11 am
It’s amazing how much impact a single individual can have on an organization’s service or teamwork through a combination of personality and thoughtful action. That impact can’t be taken for granted, of course, but when you see it happen in front of you it gives you hope. Have you ever been somewhere and actually felt [...]
Also tagged behavior, communication, customer service, happiness, motivation, performance, quality, relationship, service, success, teamwork
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Liz Alt Kislik is President of Liz Kislik Associates LLC. Liz brings more than two decades of customer-focused management experience to businesses of all sizes and segments. She helps managers address complex organizational problems, particularly in the areas of customer care and employee performance.
