Joan Fox

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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?” Read more

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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. Read more

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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. Read more

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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. Read more

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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. Read more