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 | Apr 9, 2013 | Customer Service Training, Management Training
There is an age-old truth in business that it is easier to keep a client than to find a new one. The one problem is that no one took the opportunity tell you how to keep the client. Many say, “What can I do besides delivering my service or product as expected?” And...
by Glenn Pasch | Mar 19, 2013 | Business Strategy, Customer Service Training, Management Training, Social Media
For many of you who have followed my writings or have seen me speak, you have heard me talk about the Zero Moment of Truth. For those who may not know what that is, it is based on a book by Jim Lecinski for Google coining this term as the space between initial...
by Glenn Pasch | Mar 4, 2013 | Business Process, Business Strategy, Customer Service, Leadership Training
As we head towards the end of Q1 in 2013, I asked my team to reach out to customers to ask the question, “What do we do differently than others in our field that keeps you a customer?” The answers were very pleasing. “You answer the phone.” “You are always available.”...
by Glenn Pasch | Feb 10, 2013 | Business Strategy, Customer Service Training, Management Training
Recently I was re-reading an article in Automotive News from December 31st, written by Diana T. Kurylko about how luxury brands are stepping up their customer service with new perks and staff training. What was interesting is that finally some brands were looking to...