Forget customer service, in most of my encounters it doesn’t exist. A survey of the airlines over 2007 -- 2009 by BusinessWeek rated Southwest Airlines the Best Customer Service Champs. Was it 100%? No, not even close, but they still came out on top. And that leads me to wondering, is there such a thing as 100% customer service? What about 110%? Should a business strive for 100%? I thought we were supposed to strive better than 100% — to over promise and over deliver. By the way as of... Keep reading

Lisbeth Calandrino hosts the TALK 1300 radio show Red Hot Customer Service Hour Sunday mornings at 10am… and contributes to the BLOG… I’ve been reading how high-growth companies, even in bad times, spend little time thinking about staying with their competitors. Instead, they make their competitors irrelevant. How? By continuously trying different things that will delight their customers, code name, customer service. High growth companies—irrespective of their industry—all described... Keep reading