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Remember and Using a Customer’s Name

Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship.  People love to hear their names.  More … Read more

Relentless – Customer Service the Only Core Principle

Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. Those that are-the most customer-service driven, maintain that focus relentlessly. The biggest reason most are not customer-driven is that they are … Read more

Northeast Delta Dental – How Being Relentless Creates 70 Percent Market Share

The biggest problem of many CEO’s is that they are not relentless when it comes to customer service. The exception to the rule is Tom Raffio, President of Northeast Delta Dental since 1990. I have been following Tom since 1990 and since I have known him one thing stands out to me and that is … Read more