Customer Service

Employee Engagement Survey

Conducting employee engagement surveys can be an extremely useful tool to understand exactly how you employees feel about their current state of employment. Large companies such as Waitrose and John Lewis produce an annual staff survey to measure how... Read More »

Zappos Amazing Company Work Culture

Zappos is one of my favorite places to work. They have mastered managing their with 10 key values. Here is a good video where Tony Hsieh explains the process. Find out more about Zappos and what they do to create a great place to work.... Read More »

3 Day Culture Boot Camp – Training – Zappos Insights

This is an awesome training experience all business people should attend: 3-Day Boot Camp Event If you are a leader who is serious about creating and maintaining positive change in your workplace, the 3-Day Boot Camp is for you. The three days that y... Read More »

Cutting Costs/Curtailing Services Can Produce Crappy Customer Service

In uncertain economic times, it’s common for businesses to focus their time and energies on ways to cut costs.  However, many of the decisions to cut back have generated unintended, and in some cases, disastrous consequences. Some of these knee-je... Read More »

Employee Appreciation | The Wegman Way

What is your business’ most valuable resource? Its location? Its size? Its technology? Hardly. Despite the value of all of these factors, the resource with the most potential to elevate and drive your business is its people. Whether it’s ... Read More »

Zappos | Creating a Great Place to Work

As the economy rebounds businesses are focusing on making their organizations better places to work.  They are realizing if employees and managers are unhappy, they are going to leave.  Pay and benefits are important, but many people are choosing h... Read More »

Great Customer Service is Not Grumpy, Grouchy or Gross | Navigator #173

PERSONAL NOTE FROM THE LEAD NAVIGATOR The holidays are fast approaching and there are many exciting things taking place. My staff and I want to thank you for your loyal support over these many years. Please keep us in mind if your organization needs ... Read More »

Creating a Great Place to Work | Navigator #180

Creating a Great Place to Work As the economy rebounds businesses are focusing on making their organizations better places to work. They are realizing if employees and managers are unhappy, they are going to leave. Pay and benefits are important, but... Read More »

Customer Service the Ritz Carlton Way| Navigator Newsletter #169

Customer Service the Ritz Carlton Way Customer service seems to be headed in the same direction as the Titanic. Why? One reason is most Americans feel customer service jobs are beneath them and of little importance. Secondly, many organizations have ... Read More »

You Cannot Just Hire Them and Forget Them | Navigator #191

PERSONAL MESSAGE FROM THE CAPTAIN OF THE SHIP You Cannot Just Hire Them and Forget Them   I am always amazed how one person can make a powerful difference in the success of a business and the lives of others. On a recent trip, I was staying at a... Read More »

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