by Glenn Pasch | Sep 20, 2016 | Customer Service, Management Training, Reputation Management
With all of the new changes that Google has made recently in their Google My Business Knowledge Graph listing, Reputation Management is more important than ever. Last week we noticed that Google was aggregating reviews from around the web into a...
by Glenn Pasch | Sep 7, 2016 | Customer Service, employee training, Leadership Development
Recently I returned from an Automotive Conference where I spoke on The Power of Connected Marketing with one of my co-authors Troy Spring. After the session, some of the attendees came up and wanted to discuss more about customer service and how it must connect...
by Glenn Pasch | Dec 1, 2015 | automotive customer service, Business Strategy, Customer Service, internet reputation management, Reputation Management
Recently in a class I was teaching at Northwood University, some students asked why some dealership websites didn’t show more of their customer reviews if they are so important? “It seems like they are hiding their reviews instead of showing them off.” I could not...
by Glenn Pasch | Dec 31, 2014 | Business Strategy, Customer Service, Customer Service Training, management trainer, Training
Pressure shows the true character and abilities of teams. As much as this may apply to sports teams, it applies to customer service teams as well. The holiday season for many companies is the “pressure” season for their success. Crowds are packing in stores to get...
by Glenn Pasch | Jan 16, 2014 | Business Strategy, Customer Service, Leadership Training
Over the last few weeks I have gotten great feedback from companies and leaders about my articles and videos on delivering excellence to your customers. While it is always great to get feedback, I felt a little sad and frustrated after some of these conversations...
by Glenn Pasch | Jan 10, 2014 | Business Strategy, Customer Service, Sales
Let me set the stage. I was heading back from a vacation in Puerto Rico and I arrived at the US Air terminal to go home. Now this was the day after a big holiday in PR as well as on the tail end of the winter freeze in the US so many flights had been cancelled. My...
