Blog Posts

CASE STUDY: Zingerman's Business Practices Have Gone to the Cats and Dogs!

Posted by Emily Sandelands on 3/19/19 3:15 PM

 

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Topics: Organizational Systems, Customer Service, Visioning, Training

Bring Your Best Self to Work

Posted by Joanie Hales on 1/14/19 2:25 PM

Back in 2007, when Zingerman’s wrote Zingerman’s 2020 Vision describing what the business would look like in the year 2020, we wrote that “we [Zingerman’s] have successfully quantified fun, measured fun, and improved our fun factor by at least 380% since 2007. We actively teach people how to have fun at work. We have games to increase the volume of fun we experience and reward ourselves with added fun.”  

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Topics: Customer Service, Leadership, Training

Giving Great Service to Your Staff

Posted by Maggie Bayless on 12/18/18 3:14 PM

We all know service is important—right?  We’d be surprised if there were a company left in the US which hasn’t incorporated some version of “the customer is always right” into its employee handbook.  Every politician and business leader can quote statistics about the pros and cons of the relentless move towards a “service economy.” And service is the topic most requested by clients who want ZingTrain to speak or work with their organization.  On the other hand, many people feel that the level of customer service that they receive as customers is lower than ever.

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Topics: Customer Service, Leadership

6 Tips for Creating a Truly Great Customer Experience

Posted by Mara Ferguson on 12/4/18 11:00 AM

What does a truly great customer experience look like? We spend a lot of time thinking about this at Zingerman’s. In fact, we actively measure the customer experience  by way of the Zingerman’s Experience Indicator (ZXI), which is our adaptation of the more commonly known Net Promoter Score. As Ari explains in this article, “the ZXI has provided a measurement tool to help us track and stay more focused on how well we raise every customer’s experience to a level of greatness. Briefly, the measure tracks customer response to the one ultimate question: “On a scale of 0 to 10, (10 being high), would you recommend Zingerman’s to a friend?” Nines and 10's are considered promoters, 7's and 8's are neutrals, and anyone who scores 6 or below is deemed a detractor.”

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Topics: Customer Service

Educating Your Customers: Using Every Opportunity to Teach and Sell

Posted by Maggie Bayless on 11/14/18 1:00 PM

For those of us who sell specialty products, customer education has always been part of the selling process.  Sometimes we’re offering products that most customers have never heard of. Other times we have items with familiar names but vastly superior ingredients or construction. Almost always the prices that we charge are higher than what is being charged somewhere else in our market for something that can SEEM to be the same thing. Our success depends upon customers understanding the differences between our products and the competition’s.

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Topics: Customer Service

How to Handle a Customer Complaint

Posted by Joanie Hales on 10/31/18 10:00 AM

Do you like handling customer complaints? Why or why not?

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Topics: Customer Service

Just Say no! Because sometimes, it's the right thing to do...

Posted by Elnian Gilbert on 8/30/18 4:34 PM

"You can say ‘no’ to customers!”  feels like an outrageous thing to advocate, especially when your organization is known for delivering great customer service...

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Topics: Customer Service

Why is customer service training important?

Posted by Elnian Gilbert on 6/14/18 12:14 PM

One of the most common questions we get asked as trainers is:

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Topics: Customer Service

Your Guide to Training

We're glad you're here.

Enjoy the nuggets of wisdom, techniques, tips, and insights we've gathered from sharing the Zingerman's unique approach to business for over 20 years. We've offered training to thousands of people on topics like customer service, leadership, visioning, open-book management, among many others, and we plan to share as much of that insight we've gathered from doing so with you here.

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