This entry is part 1 of 13 in the series SNAP - Draft

“Businesspeople have recognized forever that the moment when a customer interacts with a company employee is crucial to the organization’s success. Traditionally, the moral that managers took from this fact was: keep your frontline employees on a tight reign; teach them to come running when they encounter anything out of the ordinary. Today … winning companies take a different tack. They understand that the frontline people themselves must be given the authority to make real-time decisions, along with the training that will help them make the right ones.”
…from What Really Works, by William Joyce, Nitin Nohria and Bruce Roberson

SNAP connects you to your customer. It gives your customer information they want to know. Consistent use will have a positive impact on your customer relationships.

SNAP will improve customer retention. Customer satisfaction. Help you set and guide customer expectations. SNAP will help you to be more efficient. More effective. Will reduce your stress. And, will improve your credibility.

“SNAP is a practical guide and is very useful for improving customer service and client relations. It is a must read guide for client oriented, successful managers,” says Tomas Miller, Chief, Access to Finance at the Multilateral Investment Fund.

SNAP is an excellent tool that anyone can use. Right on the frontline. Right now.

© 2014 – 2015, Philip Espinosa. All rights reserved.

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Philip Espinosa

As a strategic human resources leader, Philip Espinosa partners with people to deliver value: People | Partnerships | Value serves as his tag line. He believes that service starts with the customer. His book "Deliver Excellent Customer Service with a SNAP” helps others drive customer engagement using simple and consistent communication strategies. A second book titled "Focus On Your Success - 24 Simple Insights To Drive Daily Achievement" (ebook) helps working professionals view their daily choices through a different perspective. In addition to his writing, Philip works with strategic human capital initiatives and has delivered successful results over a career spanning more than 25 years. 

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