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Customer Service / Satisfaction Resources

Customer satisfaction should be a non-negotiable objective.  Every business or organization has a customer.  Without the customer transaction there is no value created.  And, the quality of the value exchange is what creates revenue and ultimately leads to a profit/surplus.  And, for value to be created, the need of one individual or group must be met with a product or service developed by another individual or group that addresses that need.  Consistently meeting your customers’ needs is a prerequisite for business success.   The higher the perceived value, the more your customers will be willing to buy and pay for what you have to offer.

Blog Posts

The Frustrating Business of Healthcare From A Patient’s Perspective

May 24, 2011

At what point did healthcare become about the less about what’s best for the patient and more about the business of delivering care and maximizing revenues? It’s easy to blame the insurance companies (and they certainly deserve their share of criticism), but the profit motive is certainly alive and well with healthcare delivery professionals. Patients are overbooked and herded through waiting rooms. We get very little time with the actual doctor/dentist and it often feels like they are seeking the shortest/easiest route to a diagnosis.

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    Favorite Articles

  • Experience-led growth: A new way to create value

    A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often more than double that of their industry peers.

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  • What Do Your Customers Want in 2023?

    he New Year is often a time of optimism, hope, and change. But how do consumers’ shifting priorities affect businesses? The authors share findings from a recent survey exploring how U.S. consumers are thinking about their New Year’s Resolutions this year and offer seven strategies to help businesses attract and retain customers in this critical […]

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  • 10 Ways to Boost Customer Satisfaction

    Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric […]

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    Reading Excerpts

  • On Leadership and Business Book Excerpts Sections 3-5 by Ed Robinson

        “Leadership is lifting a person’s vision to high sights, the raising of a person’s performance to a higher standard, the building of a personality beyond its normal limitations.” —Peter Drucker   Part Three: It Takes Vision If you ask the average employee of the typical company why the company exists, what sets it […]

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  • Influence: The Psychology of Persuasion by Robert B. Cialdini

    Chapter 1 – Weapons of Influence They (ethologists) have begun to identify regular, blindly, mechanical patterns of action in a wide variety of species…Called fixed-action patterns, they can involve intricate sequences of behavior… A well-known principle of human behavior says that when we ask someone to do us a favor, we will be more successful […]

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Interested in learning more about leadership?

Ed’s books on Leadership, Life and Business will elevate your knowledge and give you the confidence to apply it to your personal and professional life. 

Reflections on Life and Leading
On Leadership and Business

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