Recent Posts by Katie Shive

The Power of Hate: Why Embracing Complaints Will Transform Your Business

  Receiving customer complaints is guaranteed if your doors (or website) is open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you that they come with the territory. And although you may have a legendary product that is bound to turn the ...

The Difference Between Ordinary and Extraordinary is…

Customers today are pretty conditioned to expect and accept status quo service. Many organizations offer a certain level of help because it's the industry norm and nothing more. So, when an employee or organization does something that goes above and beyond it's instantly noticeable.   Details matter...a lot. They are the difference between average and amazing. Take Lululemon for example- customers ...

4 Easy Ways to Elicit Customer Feedback

Constructive feedback is necessary for any organization to be successful. It's also an incredible tool if leveraged correctly. Listening to what your customers have to say about your company, its products and services, and employees will serve as a mirror, allowing you to determine if you like what you 'see'. The catch, however, is collecting ...

Unfortunately, You Can’t Win Them All

Recently I had a conversation (if you can even call it that) with a customer that left me baffled. The customer initially reached out to our call center to seek clarification on a product he had purchased. His first call with one of my agents didn't go well, so naturally the call was escalated to me. Little did ...

Mirror, Mirror on the Wall- Is My Customer Feedback Fairest of Them All?

Feedback in an incredible tool if leveraged correctly. Many times leaders and employees shy away from requesting feedback because they either 1) are afraid of what they'll hear, 2) don't care enough or want to make changes, or 3) simply don't make time to ask. What you might fail to understand, however, is that customer feedback ...

This One Thing Will Change Your Organization for the Better…

  Providing a stellar customer experience is equally rewarding and challenging. Like with anything that demands hard work and consistency, having the right support system in place is vital for success. Recently I completed my first marathon. I didn't wake up one day and just run 26.2 miles off the couch. I spent many months practicing, training, ...

jetBlue’s Moving Message to Moms: We’ve Got Your Back

You just boarded a long flight, got settled into your seat, and cracked open your book so that you can finally learn what happens to the main character and his leading lady. Just as you are immersed in the thickening plot, a crying baby squeals from seat 32B, pulling you back into reality. Suddenly, you realize it's going to be a long, painful flight ...

Does the Non Squeaky Wheel Get the Grease, Too?

Feedback is the currency of customer service. After all, if your customers aren't talking, you most likely are doing something terribly wrong. So what comes to mind when you think of customer feedback? Most likely it's complaints. We are all too familiar with them. In fact they are pretty much guaranteed to come with the job. ...

The Element of Surprise: How One Gesture Led Me to Purchase This…

Several years ago my husband knocked it out of the park for one of my birthdays. He sent me on a scavenger hunt all around town, only to surprise me at the end with a huge bouquet of flowers, a surprise party at the Westin, and some swanky gifts. It was one for the books ...

Fit or Fat: Does Your Business Have What it Takes to Cross the Finish Line?

As a runner, I have learned that you are only as good as you train. You can wish, hope, and dream yourself across the finish line all you want. Yet, if you don't do the work, you will never reap the benefits. Furthermore, if it were easy, everyone would be run. But it's not and nothing beats ...