Archive for January, 2014

Customer Service & the Stages of Grief

 

One of the critical aspects of customer engagement is dealing with loss, and loss causes grief. In 1969, Elizabeth Kübler-Ross wrote On Death and Dying describing the oft-cited states of grief that terminally ill patients experience because of their own impending deaths. What most people don’t realize is that customers,…

One Resolution I Won’t Be Making This Year

 

In the spirit of the New Year one resolution I’ll not be making: complain less. Why would I want to complain less? Complaining shows discontent with the status quo and readies us for change. It proceeds from a position of power, refusing mere complacency or blind acceptance. It keeps us…