Post Round-Up – Recommended Reading
Here are some blog posts that I found interesting recently. These are in no particular order but I feel that they’re worth the read.
17 Things I Belie
ve: Updated and Expanded – I love Bob Sutton’s list of things he believes. You can always find his current list on the left side of his blog. He recently decided that it needed to be updated as he continues to learn and ponder workplace issues. I really appreciate hi refreshing view of management.
Referrals increased by over 100% – Kevin Stirtz has great posts and if you haven’t already subscribed to his feed, I recommend you do so. This post discusses the experience of a company that decided to concentrate on their existing clients and ended up with a 15% increase in revenue and a 100% increase in referrals. Talk about Wow!
Why You Should NEVER Listen to Your Customers – Mark Cuban says that if you listen to your customers, you’ll always be playing catch-up; that you need to innovate to succeed. I disagree, you must listen to your customers but you need to ask the right questions. Listen for unfulfilled needs and then find a solution.
On The Creation Of Value WITH Social CRM -Wim Rampen delivers another excellent post where he discusses the concept of value for customers, how and when it’s created and the implications for SCRM. Expect to rethink your concepts as they pertain to the creation of value by companies (hint: they don’t).
Trying to be Nice CAN Cause Distress – Kristina Evey discusses how using the right (or wrong) words can affect your customers. Kristina always has interesting content on the subject of transforming the customer experience and if you prefer you can find her on Facebook too.
Patient satisfaction and customer service – Cheryl posts regularly on the Service Untitled blog. Recently, she wrote about customer service in hospitals and some tips on making the patient experience as satisfying as possible. This is a tall order when you consider that most people don’t go to the hospital for the fun of it and often are dealing with worry and stress.
5 Things to Think With Rude Customers for Best Results – Kate Nasser is The People Skills Coach and it shows! She gives five tips on dealing with difficult customers. She uses the analogy of thorns on a rose and the imagery is wonderful. If you deal with people (who doesn’t?) then you really should subscribe to her feed and peruse her site.
There have been plenty more but I’ll stop with eight for now. I’ll try to do a round up post every now and then since it’s a great way to discover new content and give recognition to those that I appreciate and influence me.
Cheers!
photo credit: Benimoto
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Comments
Great idea for a post Eric. Most grateful for including my post on the people-skills for handling rude customers. Strategy is great yet in the end it comes down to each customer experience.
Happy Memorial Day to you and all your followers!
Kate
http://katenasser.com
http://twitter.com/katnasser
Kate Nasser, The People-Skills Coach´s last blog ..How To Handle Irate or Angry Customers, Would You Want This?
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Hi Eric,
This is a fantastic list of bloggers who have so much insight to share. Thank you for taking the time to put this list together, and give a brief overview of each.
Much appreciated,
Jen
Jen Kuhn´s last blog ..Leadership Lessons from the Garden