CSM Magazine

FEBRUARY 13, 2025

George also has an endorsement in my book, Achieving Excellence Through Customer Service. Ive used Vail Resorts in my seminars across the world for over 30 years. They were a 10 A great role model for leading-edge customer service. They lost their focus on the customer experience. George bought Vail in 1985.

Customer Experience 59

Customer Experience Culture Training Call Center 59

Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. The customer expressed a need, and ‘my’ employee responded energetically,’’ says a manager. Image that you’re a manager at a hotel.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Up Your Service

FEBRUARY 5, 2020

Join the Service Leadership Workshop. So, I’m delighted to tell you now that in partnership with Right Selection, Marshall Goldsmith and Ron Kaufman will be delivering the Service Leadership Seminar, first time ever. Service Leadership Workshop. And Gautam thought it was a fabulous idea.

Leadership 52

Leadership eBook Culture Connections 52

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

OCTOBER 21, 2019

To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111