Something You Should Know about Customer Service

The Real Reason People Go To Work - Part 2

September 2, 2015


Interview with Barry Schwartz, author of the book Why We Work (TED Books)




Mike Carruthers:
You’ve probably heard that a majority of working people don’t actually like their job. Which is a shame because…


Barry Schwartz:
We spend half our waking lives at work. And it’s an incredible waste of a human resource for people to spend half of their lives in places they don’t want to be doing things they don’t want to do - especially when it’s not necessary.

Barry Schwartz

The Real Reason People Go To Work

September 1, 2015


Interview with Barry Schwartz, author of the book Why We Work (TED Books)




Mike Carruthers:
A lot of us get up every day and go to work. Why?


Barry Schwartz:
There’s a long standing ideology about human beings and work which is that people don’t want to work they’re basically lazy. If we didn’t need the money we wouldn’t work – end of story.

Barry Schwartz

Why Little Things Matter

July 15, 2015


Interview with Tom Peters, author of the book The Little Big Things




Mike Carruthers:
Let’s say you go into a restaurant and the food is good but the bathroom’s kind of gross. Will you remember the food and forget the bathroom?


Tom Peters:
The way human memory works you’re going to forget about the croissant and you’re going to remember the bathroom and you’re going to tell 10 friends. The truth of the matter is we remember the little stuff.

Tom Peters

How We Use Our Senses To Decide What To Buy

June 29, 2015


Interview with Martin Lindstrom, author of the book Brand Sense: Sensory Secrets Behind the Stuff We Buy




Mike Carruthers:
You might think that your sense of sight is what you use most often to decide what products to buy, but it’s not.


Martin Lindstrom:
In order of ranking across every product category the most powerful sense we have is the sense of sound, followed by the sense of smell, and then followed by the sense of sight.

Martin Lindstrom

Using Surprise To Your Advantage


April 15, 2015


Interview with Andy Nulman, author of Pow! Right Between the Eyes: Profiting from the Power of Surprise


Mike Carruthers:
To be more successful, whether as a business or as an individual, one often overlooked strategy is the power of surprise.


Andy Nulman:
The definition here is it's the constant expansion of the boundaries of delightful extremes. What you want to make sure you do is delight a customer.

Andy Nulman



The Power Of Social Media In Business

September 17, 2014


Interview with Mark Babbitt, co-author of the book A World Gone Social: How Companies Must Adapt to Survive




Mike Carruthers:
Social media such as Facebook and Twitter have been dismissed by many business leaders as being a fad but more and more it seems that…


Mark Babbitt:
Socials not a fad it’s not going away this is the way that business is done. The Industrial age is dead, the social age is upon us and we need to embrace that.

Mark Babbitt

Customer Loyalty

November 15, 2013


Interview with Terry Vavra, co-author of the book Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really Work




Mike Carruthers:
In discussing customer service you’ve probably heard it said that it’s more efficient to keep an existing customer than to get a new one. 


Terry Vavra:
That is just absolutely false. The fact of the matter is that businesses have essentially three types of customers.

Terry Vavra

Why We Pay So Many Fees

September 13, 2013


Interview with Bob Sullivan, author of the book Gotcha Capitalism: How Hidden Fees Rip You Off Every Day-and What You Can Do About It




Mike Carruthers: 
With so many products and services you buy today, there is the price and then there are the fees.


Bob Sullivan:
When you rent a car, goodness gracious, the amount that you're quoted is often fifty percent of the price that you end up paying once the vehicle license recovery fee and the tire and battery disposal fee are added in. 

Bob Sullivan

Good Profits Vs. Bad Profits

May 10, 2013


Interview with Fred Reicheld, author of the book The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World




Mike Carruthers:
Every business wants to make profits, however for many businesses… 


Fred Reichheld:
They really forget about whether those profits were earned at the expense of customers or whether they were earned by making customers so pleased that they'll come back for more and bring their friends.

Fred Reicheld

Power Of Likeability - Part 2

June 12, 2012


Interview with Rohit Bhargava, author of the book Likeonomics: The Unexpected Truth Behind Earning Trust, Influencing Behavior, and Inspiring Action




Mike Carruthers:
You’ve probably heard that we generally like people who are like us.


Rohit Bhargava:
So that’s certainly true but what it doesn’t mean is that we don’t like people who aren’t like us. The opposite part of it isn’t true. 

Rohit Bhargava

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