Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation, and
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home
Customer service goes far beyond a one-time visit or experience. Customer service that turns average, ho-hum customers into raving fans can only be accomplished by a team full
We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service.
The result is that they are delighted. But what happens
What if you only had one customer left to do business with? Maybe this was the last customer on earth?
Norman Beck—my friend and faithful reader of The Shepard Letter—and
