Service in a Time of Rapid Change: Trust and Empathy During Crisis

– Written by Elizabeth Farquhar for the Center for Services Leadership Communications play a critical role in maintaining brand trust every day. Brands do this with customers much in the same way humans do with each other – through honesty, transparency, empathy, and by matching behavior to those values. During a crisis, trust is more …

What Can You Do to Make Them Happy? Results from the 2020 Customer Rage Study

A recent survey shows just how unsatisfied Americans are with the products and services they buy. The 2020 Customer Rage study, conducted by Customer Measurement Care and Consulting (CCMC) in conjunction with the Center for Services Leadership at W. P. Carey University and Kraft Heinz, shows more than two thirds of households experienced at least …

ServiceFriday: Communicating with Customers: Are You Using the Best Method?

– Written by Natalie Both for the Center for Services Leadership The way you convey a message often has more of an effect than the message itself. When we give presentations or speeches, we know that the way we dress, our facial expressions, and our overall confidence are important in captivating an audience. This is …

ServiceFriday: Authenticity Makes a Difference

– Written by Natalie Both for the Center for Services Leadership Service providers are regularly told to observe customer’s body language and reactions to a service being offered. What are their facial expressions conveying? Do they seem to be closed off? Are they enjoying the experience or just pretending to? With so much focus on the …

ServiceFriday: California Conundrum – Wildfire’s Impact on Service Delivery

 – Written by Jack Lechich for the Center for Services Leadership (Jack is from Stockton, California) Despite the number of wildfires decreasing from their peak in 1980, U.S. Secretary of Agriculture Sonny Purdue stated in September 2017 that the U.S. was spending more than $2 billion to combat fires. According to the U.S. Department of …

ServiceFriday: Customers – They Always Need to be the Center of Attention

– Written by Natalie Both for the Center for Services Leadership In a competitive market, there are many different barriers companies may face. What has been found to be the most problematic however, is changing customer demands. The age of mass production has passed, and now more than ever, consumers expect “personalized, immediate service at affordable …

ServiceFriday: Creating Unforgettable Experiences for Your Customers

– Written by Natalie Both for the Center for Services Leadership Memorable experiences can have a lasting impact on our perceptions of the brands and companies with which we associate them. A complimentary pint of Guinness served at the highest point in Dublin, with 360-degree panoramic views of the city, is an unforgettable ending to a …