Monday Mornings with Madison

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December 2021

Service: The Only Lasting Differentiator, Part 2

Every company touts that they deliver great service. Yet there are many companies actually known for delivering terrible service. Of course, they aren’t alone. But, while business leaders may think that the pandemic has afforded companies leeway in how well they service customers, think again. Subpar service is costing companies customers and sales, which is unfortunate since service is the one area that can truly elevate and differentiate a business long-term from the competition. Here are some companies that are really doing “customer service” right in 2022. Continue reading

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Service: The Only Lasting Differentiator, Part 1

In business, there is a tremendous focus on how to win customers. Rightfully so. And that is nothing new. To win customers, companies will claim a variety of variables that set them apart: quality, price, innovation, convenience, customization, first-to-market, etc. But there is one differentiator that can never be undercut, become outdated, or be copied identically: service. It beats all other features, whether it’s delivered face-to-face (brick-n-mortar), remote-to-remote (email or phone) or screen-to-screen (ecommerce). Great service was, is and will always be the only lasting differentiator, especially in a high-tech world. 

So what does service look like in 2022?  Continue reading

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Millennials vs Zellennials: What’s the Difference? -Part 2

If you’re reading this, chances are you are not a Zellennial. This is not written for Zs, but about them. Because, in business, it is imperative to have a deep understanding of what a company’s employees and customers want and value. We already know lots about Boomers, Gen Xers and Millennials. But there is a new generation now pushing into adulthood: Gen Z. Many are apt to view them as an extension of their Millennial predecessors. But that would be a disservice to what is shaping up to be a generation that is already changing the world with its views and influence. Here are some important things to know about Gen Z as employees and customers… and perhaps even competitors Continue reading

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Millennials vs Zellennials: What’s the Difference?

The biggest takeaway to be gleaned from all the data mining, computer hacking and data breaches sweeping the planet is that “information” is invaluable. The lesson for business owners is this: know thy audience. So how well do business owners understand the newer generations of Y and Z? For those who think Millennials and Zellennials are basically the same, think again. There are some subtle and some substantial differences between them that affects how businesses should market to them and handle them as employees and colleagues.

Here are some of the main differentiators. Continue reading

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