Service Matters

  • Cemex to expand capacity at Texas cement plant

    Cemex's expansion of its Odessa, Texas, cement plant will help the producer meet the growing demand for construction and specialty well cements for the oil and gas industry.

     
  • Would You Pass a Customer Service Audit?

    TCP blogger Joan Fox shares her top 10 tips for ensuring a consistently excellent customer experience.

     
  • Command Alkon purchases Scout and Compass products

    Command Alkon has purchased the Scout and Compass products from 323 Solutions, Inc., pioneers of mobile sales automation and mobile reporting tools for the construction materials industry.

     
  • What NOT to Say to Customers

    It all started with the phrase, “It’s not my job,” to which customers around the globe retorted, “What do you mean it’s not your job? If you can’t help me, why are you here?”

     
  • Customer Satisfaction — Who Cares?

    Pursuing customer satisfaction as a way to become a service leader, and therefore more profitable, is the wrong pursuit. Customer satisfaction is simply the price of entry into the game. It keeps the doors open and the employees paid, but it does not grow your business.

     
  • What Stories are YOUR Customers Telling?

    Early last week while working in Bentonville, Ark., I rented a car from a rental company that I use occasionally, but certainly not often. I have no loyalty to any particular one as I have been unimpressed by all of them.

     
  • STOPS and STARTS for Better Service

    In December, we talked about how to set SMART goals and I promised to give you some considerations on what to stop doing and start doing to reach your goals. This article is about a few STOPS and STARTS to begin the year with a customer service focus.

     
  • SMART Customer Goals

    Now is the perfect time to look back to evaluate and peer forward to plan for the next year. The ready-mix industry is steeped in best practices and measuring efficiencies related to operations.

     
  • Distinguish your Brand with Customer Service

    Have you ever considered that you appear to be exactly like your competitors? They hire the same kind of people. They teach them the same things. They deliver the same product. Most customers would be unable to articulate how your company is different, besides the signs in front of your office and...

     
  • To Hunt or to Keep: That is the Question

    Customer acquisition is sexy. There is something about the hunt that gets people excited. It's kind of like dating-lots of attention, communication and messages of appreciation. Then when acquisition occurs details are forgotten, communication lags, and words of fondness are articulated less often.

     
  • The Most Important Decision Producers Make

    Give up right now on the chance of ever delivering a consistently excellent customer experience, if you are unwilling to hire differently.

     
  • From Mediocre to Magical: Part 2

    Did you do your homework? If so, every area of your company has a list of touch-points they own. Now let's talk about what to do with them.

     
  • From Mediocre to Magical

     
  • Five Steps to Complaint Handling Success

     
  • If the Shoe Fits...

    Providing an upgraded experience through knowledge is the point at which the experience transitions from generic to specific—and that's when customers will refer you.

     
  • The Question of Loyalty

    CEOs are famous for giving lip service to customer service. Statistics bear out that typically few resources, whether human or financial, are invested in improving the customer experience.

     
  • Customer Service Begins Inside

     
  • Measure It to Manage It

    The reality is that we can't manage what we don't measure. And without measurement, things can easily wield out of control.

     
  • From Lip Service to Service Leadership

    Service matters. But does it really matter that much?

     
  • Image

    Your Drivers: A Forgotten Asset

    Ready-mix drivers are the face of your company.

     
 
 
 

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