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Ray Miller Articles

Written by: Ray Miller

The Consequences of Poor Service in the New Economy - Click To Read Article
This article examines current research on customer behaviour and discusses the consequences of this research for your business. It also offers several actions you can take to determine how your organization’s service performance compares.

Customer Service Training versus Customer Focus Training: What a Leader Needs to Know - Click To Read Article
This article explains the difference between Customer Service and Customer Focus training and shows you which of these two will have the greatest impact on sustainable service performance and profitability.

I Got an Email: Maximizing YOur ROI on Service Training - Click To Read Article
This article discusses how you can improve your return on investment for service training by describing what you can do to ensure that the training gets embedded into daily life.

Three Proven Pro-Active Service Recovery Strategies - Click To Read Article
In this article we provide three proven service recovery strategies, which when used consistently, are guaranteed to turn customer problems into opportunities for building customer loyalty

How to Turn an Economic Downturn into an Opportunity For Profit and Sustainable Growt - Click To Read Article
This article examines current customer opinion and behaviour and presents three key actions you can take leverage the current economy into an opportunity for profit and sustained growth.

Qualities of Leadership Part 5 Effective Communicator and Core Values - Click To Read Article
This is the fifth article in a six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the previous articles, be forewarned. In this article we will discuss in greater detail the next two of the qualities of leadership: Effective Communicator and Core Values

Qualities of Leadership Part 4 Influential and Decisive - Click To Read Article
This is the fourth article in a six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the previous articles, be forewarned. In this article we will discuss in greater detail the next two of the qualities of leadership: Influential and Decisive

Qualities of Leadership Part 1 - Click To Read Article
This is the first article in a six part series which discusses the Qualities of Leadership. Why six parts? Most people to under time compressed these days and don’t have the time to sit and read at length. On the other hand, everyone can find 3 minutes if they had to. So we decided to divide this series into six three minute “sound bites” if you will. In this article we will discuss leadership in general terms. Then in the five articles which follow, we will explore the Ten Qualities of Leadership in a bit more detail.

Why Customer Focus Training is a Strategic Investment and NOT an Expense - Click To Read Article
This article makes a compelling case for why training your entire organization to be Customer-Focused is a strategic investment and something that you should do now, before it is too late. It does not matter the size of your organization. By the time you finish this article you will have clear and tangible evidence that failure to act will hurt your business.

Creating a Culture - Click To Read Article
Every company no matter what size develops some type of culture. The culture can be a productive one or, the culture can be a negative one. Whether you set out to create one or not your company develops a culture. That culture is the perception of employees who see and hear how things are done. Your culture is the summary of your environment, morale and management style. This article discusses what you can do to create the kind of culture which will move your company forward.

Become a Customer-Focused Leader - Click To Read Article
In my recent articles, “To Be (Customer-Focused) … Or Not To Be…” and “Why Customer Focus Differentiates” I offer a number of compelling reasons for the strategic importance of making Customer Focus a critical business strategy. If you found these reasons compelling or you already knew in your gut that Customer Focus is strategically essential, then your goal must be to create a customer-centric culture throughout your company. If this is the case then you will need to embed customer focus into everything you do. This article describe t leadership qualities needed to create a cutomer-focused organization.

Qualities of Leadership Part 3 Honesty and Integrity and Confidence and Courage - Click To Read Article
This is the third article in a six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the previous articles, be forewarned. In this article we will discuss in greater detail the next two of the qualities of leadership: Honesty and Integrity and Confidence and Courage

Why Customer Focus Differentiates - Click To Read Article
This article presents a case for why a business can only differentiate itself in the marketplace through service excellence and reinforces the need for leaders to become truly customer-focused.

Qualities of Leadership Part 6 Continuous Improvement and Physical Mental and Spiritual Health - Click To Read Article
This is the sixth article in our six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the previous articles, be forewarned. In this article we will discuss in greater detail the next two of the qualities of leadership: Continuous Improvement and Physical, Mental and Spiritual Health

Qualities of Leadership Part 2 Genuine Respect for Others and Humility - Click To Read Article
This is the second article in a six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the first article, be forewarned. In this article we will discuss in greater detail two of the qualities of leadership: Genuine Respect for Others and Humility.

To Be (Customer-Focused) - Or Not To Be... What a Question - Click To Read Article
This article provides a number of compelling reasons why leaders need to make Customer Focus a critical business strategy.

Research Findings on the Importance of Creating a CustomerFocused Culture It will shock you - Click To Read Article
Every month we scan as much of the Customer Focus, Service Excellence and Customer Experience Research as we can to make sure we have our fingers on the pulse of what customers and business leaders are saying and thinking. Here is a short summary of what current research is revealing. It's not listed in any order as it is all important!

Leadership and Keeping Your Customers - Click To Read Article
This article presents a brief real situation, case study which illustrates the critical importance leadership plays in customer retention, employee retention, customer loyalty and profitability.

Customer Focus in a Slow Economy - Click To Read Article
So here we are again. The economy is getting tough and for many, life is stressful and difficult. For business, this is not new. We’ve all been here before. Hopefully we’ve learned from the last time the economy slowed … But then again, have we?





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