Dave Gardner | Consultant | Configuration Management Consulting
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Customer Service

Customer service and experience consulting and advisory panel boards improve sales with returning and new customers

An eye-opening observation about COVID, the economy and business. Like the rest of us who've been taking "stay home and stay safe" seriously, I had only minimally experienced, first hand, how the shutdown has impacted so many industries.
Customer Experience

Eye-Opening Observations About COVID, The Economy And Business

An eye-opening observation about COVID, the economy and business. Like the rest of us who’ve been taking “stay home and stay safe” seriously, I had only minimally experienced, first hand, how the shutdown has impacted so many industries.

By Dave Gardner, 2 yearsOctober 10, 2020 ago
Customer Service Is Your Raison D'être 1 Customer Service Is Your Raison D'être
Customer Service

Customer Service Is Your Raison D’être

A colleague of mine in Australia, Andrew Hollo, writes a weekly called 5 Minute Strategic Mindset. He opens his August 29, 2019, issue with “A quote that made me think:” “Good customer service costs less than bad customer service.” Sally Gronow While customer service is often seen as a department, Read more…

By Dave Gardner, 3 years ago
the stench of hostile indifference in business
Customer Experience

The Stench of Hostile Indifference

A study I recall hearing about from Jay Abraham indicated that nearly 70% of customers feel like they are treated with indifference by the businesses they interact with. 7 out of 10. That’s astonishing. You’d think a lot of businesses don’t believe their customers have alternatives. How often do you Read more…

By Dave Gardner, 4 years ago
brand integrity
Making the complex simple

Boeing’s 737 MAX Big Oopsie

From Boeing comes this announcement regarding the Ethiopian air tragedy: Boeing continues to support the investigation… Safety is our highest priority as we design, maintain and support our airplanes. As part of our standard practice following any accident, we examine our aircraft design and operation, and when appropriate, institute product Read more…

By Dave Gardner, 4 yearsMarch 18, 2019 ago
How To Attract New Customers 2 How To Attract New Customers
Customer Experience

How To Attract New Customers

I recently spoke with Dan Howard, a long-time friend and owner of DJ’s SCUBA Locker in the greater Chicago area. We met during a dive trip to Honduras back in the 1990’s. Dan’s business is thriving to the point he’s been able to leave the corporate world and focus on Read more…

By Dave Gardner, 4 yearsNovember 25, 2018 ago
Customer Experience Impacts Repeat Business 5 Customer Experience Impacts Repeat Business
Customer Experience

Customer Experience Impacts Repeat Business

How to earn customer loyalty; how to lose customers faster than you can say “calzone”.

By Dave Gardner, 4 yearsNovember 18, 2018 ago
Customer Service

Merchant Banking Customer Disservice

I had the following discussion with my merchant banking company this week: Me: Hello, I’m calling to see why my monthly fees have doubled. Customer Service: It’s because you haven’t completed your PCI compliance documents. We raised your fees starting in September because you haven’t completed the forms. Me: I’m Read more…

By Dave Gardner, 7 yearsDecember 7, 2015 ago
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