Subway Offers Both Extremes of Customer Experience

by Kevin Stirtz Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the... [Read more...]

Why Are Big Brands Losing Customers?

by Kevin Stirtz Today Pointer Media Network released their study: “Losing Loyalty: The Consumer Defection Dilemma.” It shows many large well-known brands have lost a lot of loyal customers... [Read more...]

Customer Service Advice: Lose the Scripts. Hire Friendly.

by Kevin Stirtz The secret to improving customer service (and therefore, increasing customer loyalty) is simple: Hire friendly people and don’t make them use scripts.  In the past few weeks I’ve... [Read more...]

Why Does Jay Leno Like Subway?

Photo Credit: PacificCoastNewsOnline.com by Kevin Stirtz Jay Leno was spotted hauling some subs out of an LA Subway yesterday. It’s nice to see the late night superstar and I have at least one thing... [Read more...]

Here’s an Easy Formula for Change

Here’s an easy formula to bring positive change to your life: (DVP) x (BA) = Change D = Dissatisfaction (with a current situation or condition) V = Vision (for how you would like things to be) P... [Read more...]

Deliver Better Customer Service by Having Fun

by Kevin Stirtz Here is your Daily Dose of Amazing Service: Have fun today! And here are some additional thoughts on this topic… One of the biggest reasons customers don’t return is they have no reason... [Read more...]

You Won’t Get that on United Airlines…

by Kevin Stirtz Part of serving your customers well is giving them a positive and memorable experience. In fact that’s the formula for “wowing!” them. When you do this they have fun,... [Read more...]

KleinBank Knows How to Treat Customers Well

by Kevin Stirtz A friend shared his recent experience with his bank. A  few days ago, he had made a bunch of deposits.  He also had a plethora of checks coming out of his account. Because of the volume... [Read more...]

Here’s a Textbook Example of How to Chase Away Customers

by Kevin Stirtz Last week I was reminded of how expertly and efficiently a company could drive away a new customer. It was a classic example of a company doing almost everything wrong - and losing a customer... [Read more...]

Growing in a Down Market

by Bill Hogg Guest Author Okay, we all know about the recession. I have decided not to focus on the problems but the opportunities (old P&G training kicking in!). So what are the opportunities that... [Read more...]

Lessons From the Mouse (Mickey, That Is)

By Dennis Snow Guest Author What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades – it turns out there’s plenty to learn.... [Read more...]

8 Reasons to Feel Good About the Economy

by Kevin Stirtz Despite all the bad news we hear in the media, there are good things happening in our economy. You just have to look past the popular headlines. Before I go any further, I’ll say... [Read more...]

Five Ways to Improve Customer Service Starting Today

by Kevin Stirtz There is plenty of room for improvement in how many organizations serve their customers. And there are substantial benefits for those that do. The good news is you don’t need to... [Read more...]

We Always Have Choice to Deliver Amazing Service

by Kevin Stirtz “Happiness is not by chance, but by choice.” -Jim Rohn A while ago I was talking with some people about their customer service experiences. A lady commented to me on what amazing... [Read more...]

Is Customer Service Better than Sex?

by Kevin Stirtz Over the years many things have been suggested to be “better than sex”. I recall (fondly) a certain dessert called “better than sex cake” I was introduced to almost... [Read more...]

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