Once your product becomes a commodity, you’re hosed. Even your once loyal customers start looking around for where they can get your offering cheaper, faster, or with less hassle. Most companies get this and take deliberate steps to differentiate their products. Sadly, as companies work to scale, one of the biggest mistakes I see is that they begin to de-personalize the customer experience in the name of
Great leaders connect with, influence and inspire those around them. Bill Gessert, who has served as President of the International Customer Service Association since 2007, has spent his career creating forums and opportunities for leaders to connect and grow. And so, on the eve of Customer Service Week, first founded by the ICSA in 1988, I offer this Growing Leaders Salute to Bill Gessert.