Customer Service

Thumbnail image for How to Create Loyal Customers; An Example from the Least Likely Place… A BANK!

How to Create Loyal Customers; An Example from the Least Likely Place… A BANK!

by MJ DeMarco

Lets face it, any customer service story evolving from a bank experience can’t be good.
But wait… not today!

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Thumbnail image for A Business Lesson You Won’t Learn in Business School

A Business Lesson You Won’t Learn in Business School

by MJ DeMarco

When an infant cries, you know it WANTS something. But do you know how to interpret if the MARKET is crying, and hence, wants something?

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Thumbnail image for Why Netflix and Bank of America Pisses You Off And What You Can Learn from It!

Why Netflix and Bank of America Pisses You Off And What You Can Learn from It!

by MJ DeMarco

Two big lessons that you can learn from the recent Netflix public relations disaster. And of course, no bad customer service story isn’t complete without a story about Bank of America. Stakeholder violations – how the uncover Fastlane opportunities.

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Thumbnail image for When Was The Last Time You *Violated* Your Customer?

When Was The Last Time You *Violated* Your Customer?

by MJ DeMarco

Growing a business is tough enough. It becomes tougher when your customer service sucks. How to turn this to your advantage…

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Thumbnail image for Where Does Fanatical Customer Service Start and End?

Where Does Fanatical Customer Service Start and End?

by MJ DeMarco

The Hierarchy of Service Effectiveness is a model which outlines the most effective business entities that yield the best customer service result.

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Thumbnail image for Explode Your Business By Dialing In Customer Service That “SUCKS”!

Explode Your Business By Dialing In Customer Service That “SUCKS”!

by MJ DeMarco

Why sugarcoat it.  Customer service in the modern age, sucks.  We have become so inundated with poor customer experiences from the businesses in our life, we now except crappy customer service as a standard of expectation.

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Thumbnail image for You Can’t Overcome Crappy Customer Service With…

You Can’t Overcome Crappy Customer Service With…

by MJ DeMarco

Don’t let a $10/hr employee ruin a $500 million capital investment.

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