Hunt Scanlon Media - May 8, 2019
As choices for customers expand, companies are striving to provide better service to keep those they already have. Finding leadership trained in customer satisfaction is vital. Here’s some fresh insight from Greenwich Harbor Partners.  Not long ago, customer service leadership meant finding ways to provide the same or similar service while cutting costs and reducing the time it took to service a customer. Customer care agents were timed to maximize the number of customers handled in a day. Service centers were moved off shore to reduce labor costs. Engineers and operations leaders were the top executives.?
Click Here To Read The Full Article

GREENWICH April 23, 2019 Jeanne Bliss has written another fantastic book "Would You Do That to Your Mother?" It is a humorous and fast paced analysis of what is right and what is wrong with how many businesses treat their customers. It is a crisp message for companies who are overly focused on rules, procedures and compliance and fail to fully consider the perspective of their customers. What if your customer was your mother? Would you treat her the way you treat your customers now?
Click Here To Read The Full Article

GREENWICH June 5, 2018 - by Ted Pryor.  Many companies claim to be “customer focused”, but translating that declaration into action is very difficult. Traditional silos for marketing, sales, operations, finance and human resources can impede any effort to build a customer-focused culture. But a truly customer-focused culture, backed by great systems, will drive customer success and if your customers are successful, you will be successful. Getting this right can drive huge revenue and margin growth. Customer success should be a strategic imperative.
Click Here To Read The Full Article

Hunt Scanlon Media - April 21, 2017
Golden Rule No. 1: Get Close to Customers. If you are not selling or servicing customers, then you should be supporting people who are. If you are not selling or servicing in general, you should be marketing, measuring results, developing products or solving client problems. If you are not facing customers or supporting people who are facing customers, then you are overhead and risk being expendable. A year or two working at headquarters or in the office of the chief of staff, as in this case, is great experience and can give a bird’s-eye view of the organization. But don’t get locked in there, said Mr. Pryor. “You should transition to a customer-facing function as soon as you can,” he added.
Click Here to See the Article 

President & CEO Magazine. Amazon says simply they want to be the most customer focused company in the world. They are about inspiring creativity, developing new markets and delighting customers, not maximizing book earnings to please stock analysts. With pervasive technology disruption, businesses must be creative to grow.
Click Here to Read the Entire Article