by Jeff Yablon | Feb 3, 2017 | Business Change Highlights, Business Process
In all the years we’ve been putting out business process and business change content, Richard Branson’s only come up here once—and not for anything good. But Sir Richard has a long history of doing business the right way and taking care of his people. So...
by Jeff Yablon | Jan 30, 2017 | Customer Service
More every day, the most important process you can tweak in growing your business is honing your customer service. Not a little—a lot—with a laser focus on what’s working and what isn’t. Look at it every day. Improve it every day. And for Pete’s...
by Jeff Yablon | Dec 19, 2016 | Customer Service
If you had the bad luck to travel a couple of days ago you likely had the opportunity to experience the non-fun that air travel has become. If you were on United Airlines you also got to experience what can be especially awful about airline customer service. One of my...
by Jeff Yablon | Nov 17, 2016 | Business Process, Customer Service
If you’ve ever tried to get customer service from Uber, the following six words probably won’t surprise you: Uber Does Not Care About You. OK, eliminate the last two. It’s really Uber does not care; the part about you is incidental. This would be a...
by Jeff Yablon | Jun 13, 2016 | Customer Service
As I’ve said here many times, perception is reality. So when a customer service representative justifies a problem you’re having by saying that something is “functioning as intended”, there’s a good chance there will be a disconnect...
