Kevin Stirtz

Thoughts on leadership, teamwork and managing change

April 8, 2012

One of my favorite movies is Coach Carter. It’s based on the true story of a high school star basketball player who comes back to coach at his old school. The team was on a losing streak with few prospects for improvement. Coach Carter steps in and makes some radical changes to help the players [...]

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Princess Diana Exhibit Shows Commitment to Service

February 26, 2012

Not long ago, Debbie (my wife) and I attended the Lady Diana Exhibit at the Mall of America, in Bloomington, MN. (Actually the exhibition is called “Diana a Celebration“.) Contrary to how our CBS affiliate (WCCO) reported on the Diana Exhibit, it did not end with her dresses. The final, and in my opinion most important, [...]

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Can technology and customer service rescue US economy?

February 25, 2012

While politicians use the state of the economy to serve their ends in a US election year, most of us just want things to get better. And, according to some people, things are improving. Steve Higgins, writing for advisors4advisors.com reveals numbers he believes indicate an improving economy.  A quick search on Google News shows quite [...]

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Customer service book and blog update

February 8, 2012

  Here’s a quick update on two resources to help improve customer service and retention. First, Frances Frei and Anne Morriss were kind enough to send me a copy of their latest book: UNCOMMON SERVICE. In it they discuss a new model organizations can use to improve customer service and improve loyalty. I will be [...]

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Customer Service Conference to Focus on Loyalty and Retention

February 7, 2012

In March, the Multi-Channel Virtual Contact Center Conference will be held. As a virtual conference it will enable people from all over the world to participate without incurring travel costs or time. The conference, presented by CRMXchange, Yankee Group and Vanguard Communications, will focus largely on best practices in improving customer loyalty as well as [...]

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The Importance of Incorporating Customer Service Strategies in a Business Plan

February 2, 2012

By Sara Mackey Having a well thought out customer service strategy is essential when developing a business plan. Large organizations and small businesses alike must incorporate well planned customer service strategies into their business goals to build a profitable return customer base. The ultimate success of a business will depend on how well the customers [...]

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Three Ways to Keep Your Customers Coming Back

January 10, 2012

Last week I was interviewed by Daniel Bortz, a writer for Entrepreneur.com. He asked my opinion on some things small businesses can do to keep their customers coming back. The ideas in his article focused on tactics that most small businesses can do and can be made easier using technology tools.  The suggestions centered on [...]

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Cyber Monday Customer Service – Did it meet your expectations?

November 28, 2011

Cyber Monday and  Black Friday. By now we have all heard stories about how crazy these shopping days can get. And this year is no exception. From $199 flat screen 42 inch TVs to pepper-sprayed customers, to employees protesting the early start times, Black Friday and Cyber Monday have become an annual shopping experience unlike [...]

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How was YOUR Black Friday shopping experience?

November 27, 2011

Whew! Black Friday 2011 is now behind us. We can all relax and catch our breaths. And then get on with the rest of our holiday season. Personally, I think the whole idea Black Friday is way over done. But that’s just my personal opinion. What’s important (much more important than my personal opinion) is [...]

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Customer service conference: The Customer & Loyalty World Show

November 26, 2011

SCG:QI, an integrated business research company with expertise in analyzing customer perceptions in social and traditional media along with their global partners EmPower Research USA, will host a conference topic of “Enhancing Customer Service and Experience through Social Media Analysis ” at The Customer & Loyalty World Show in Dubai on 29th November 2011. The [...]

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Customer Service Training Manual & Guide for Workshops

November 26, 2011

This complete customer service raining guide saves you time and money while helping your organization improve customer service faster Do you want to improve customer service in your organization? This complete customer service training manual and course will help you attract and keep more customers by helping you raise the quality and consistency of customer [...]

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Professional Customer Service Training Self Study Guide

November 26, 2011

This self-study manual saves you money and helps your employees improve their customer service skills faster Do you want to improve customer service in your organization? This customer service training manual will help you attract and keep more customers by helping you raise the quality and consistency of customer service across your team. It’s full [...]

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Customer Service Book: More Loyal Customers

November 26, 2011

Improve customer service and you’ll have more loyal customers No matter what the economy is like you can have more customers coming back and increase customer referrals without spending a fortune. And you can get started right away with this book. More Loyal Customers contains 21 real world proven tools to help you increase customer [...]

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Customer Service Trainers Workshop

November 26, 2011

This book is a complete customer service training program. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service. More important, this book will help you translate first-rate customer service training to positive bottom-line performance for your organization. – Fred S. Anton, Chief Executive Officer, [...]

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Social Media Book Review: The Thank You Economy

November 24, 2011

My friend Jim Logan called me the other day. He was excited about a book he had just finished. It’s the latest book by Gary Vaynerchuck and it’s called: The Thank You Economy.  Some people think this book is about social media. And it is. But the reason Jim was so excited, and the reason [...]

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Customer Service Training Tool Kit

November 13, 2011

Create and deliver great customer service training in less time and for less money The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises “as is” in 30-60 minute training [...]

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