by Ray Miller | Apr 4, 2023 | Customer Service and Customer Focus Articles
What is Customer Focus and Why is it Important? This 4 minute video explores what customer focus is, what customer-focused organizations do and why it is important. You can watch this video or read the full text below. Some people call it customer focus. Others refer... Read More
by Ray Miller | Jun 8, 2015 | Management and Leadership Articles
The issue of “power” in management has been studied for decades. The most effective managers have a far different view of their power base than managers labeled as micro managers or Theory X managers. Understanding this distinction is crucial to your... Read More
by Ray Miller | Dec 13, 2013 | Customer Service and Customer Focus Articles
The answer is simple: Long Term-Profitability. Years of research prove that when leaders are customer-focused they help to differentiate their organization from their competitors and the result is greater customer loyalty and revenue. Customer Focus is a Leadership... Read More
by Ray Miller | Dec 4, 2013 | Management and Leadership Articles
Straight Talk: Making Your Point by Communicating Effectively – Part 2 is by Ray Miller You will recall that in Part 1 of Straight Talk we looked at the three critical elements for Straight Talk: 1. Getting and keeping attention 2. Know where you’re headed... Read More
by Ray Miller | Nov 25, 2013 | Management and Leadership Articles
Straight Talk: Making Your Point by Communicating Effectively – Part 1 is by Ray Miller Is there a more important business or interpersonal skill than being able to convey information in a manner people will listen to and understand? The more effectively you... Read More
by Ray Miller | Nov 13, 2013 | Customer Service and Customer Focus Articles
The following are based on real events in two small businesses: Scenario 1 It’s 5:30pm. John, a customer support specialist at a small computer networking firm receives an urgent call from the president of a nearby brokerage firm. Their client server network has... Read More
by Ray Miller | Jul 3, 2013 | Uncategorized
Download our new eBook. We have four great eBooks to choose from. That’s Customer Focus!: The Overworked and Under-appreciated Manager’s Guide to Creating a Customer-Focused Organization. Since first published in 2008, thousands of copies of the paperback... Read More
by Ray Miller | Jun 21, 2013 | Customer Service and Customer Focus Articles
Customer Service Training versus Customer Focus Training is by Ray Miller When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with... Read More
by Ray Miller | Jun 20, 2013 | Customer Service and Customer Focus Articles
The first rule of stellar service delivery is: Service is all about expectations. You buy a product; you expect it to work the first time. You go to a discount supplier, you expect the quality to be less than the high end dealer, but you still expect what you buy to... Read More
by Ray Miller | May 30, 2013 | Personal Effectiveness Articles
Pay Now or Pay Later: Why Employee Financial Education Should be a Priority is by a friend and strategic partner, Tom Watson Ph. D. Money — the more you make, the more it takes, or so it seems. This statement applies to employers as well as employees. While most... Read More
