Archive for Customer Engagement – Page 2

Thank you note

Thank-You Notes Can Lead to New Business

One of the easiest and most effective ways to stay in touch is with the power of the personal note with a “thank you” to a business associate.

In research I’ve conducted, I ask the question, “How many of you send out personal notes?” I also ask, “How many of you receive personal notes or cards from clients or business associates.”

As a follow up, I ask, “Has anyone received notes of appreciation, and how does that make you feel?” I trust you know the answer to this last question.

It’s not only polite to send thank-you notes; it can lead to new business from appreciative recipients. Read More→

Switching airline seats

Is it Proper for Airlines to Bait and Switch Seats?

I’ve done some traveling in the past few weeks, mostly on Delta. I book my flights online and always pick an aisle seat, if one is available.

But I’ve noticed that when I hand in my boarding pass, the airline almost aways assigns me to a different seat, often in the back of the plane in a cramped center seat.

Because I ride economy class, I guess they feel they can push me around. It happened again on my return to Sarasota this past weekend. Read More→

culture of communication employee engagement

Creating a Culture of Communication

When companies fail, it may be because they didn’t provide products or services that met a market need. Or, they were mis-managed. But the primary culprit is often poor communication.

No matter what your work environment or your industry, if communication with employees is broken, you will never realize your corporate vision. What’s essential to success is creating a culture of communication. Read More→

Publix customer service brand

Superior Customer Service Burnishes the Publix Brand

If you live in Florida, you no doubt shop at Publix, the largest employee-owned grocery chain in the United States, with sales of $34 billion and locations in seven southern states. Publix has a brand reputation for offering superior customer service.

The chain dominates the Florida market, but doesn’t take its leadership position for granted, offering two-for-one specials everyday, and active community engagement. Publix has a sign at its entrance proclaiming the amount money you will save shopping there for certain products instead of at competitor Walmart.

Read More→