emotional

empathy and compassion

Why You Need to Treat Your Business Relationships Personally

Relationships: Personal, business and customer are all the same.  Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. A friend of …

Why You Need to Treat Your Business Relationships Personally Read More »

Ripples in a pond

Stories of the Emotional Turmoil of Customer Service

Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very personally. We are human beings with thoughts, hopes and expectations around how we are treated in our lives, so it makes sense. …

Stories of the Emotional Turmoil of Customer Service Read More »

situational awareness

The Thing Nobody Mentions that is Vital for Good Customer Service

Usually when you read articles about customer service, it’s about how to interact with customers, how to over-deliver and exceed expectations, and how to create a culture of service in an organization. All really important, and I’ve touched on each of these before and will certainly continue to do so in the future. We also …

The Thing Nobody Mentions that is Vital for Good Customer Service Read More »