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Why Department Stores Must Sell Service First

Why Department Stores Must Sell Service First

by Tony Johnson | Oct 8, 2016 | Customer Experience

Department stores invoke memories of a simpler time. I think back to the history of some of the most storied American brands such as JC Penney, Nordstrom, and Macys.  These are iconic brands – a part of our social fabric and the precursor to the modern...
Powerful Strategies for Customer Service Week

Powerful Strategies for Customer Service Week

by Tony Johnson | Oct 2, 2016 | Customer Experience, Leadership, Productivity

This week is like Christmas for those who serve Guests and lead teams. Why? Because it’s Customer Service Week! In 1992, President George H. Bush signed a proclamation establishing National Customer Service Week.  Every year, in the first full week of...
Improving the Higher Education Customer Experience

Improving the Higher Education Customer Experience

by Tony Johnson | Aug 28, 2016 | Customer Experience, Leadership

This week begins our 10 week journey into 10 different types of businesses and how they can deliver exceptional experiences for Customers. This week we will be diving into Higher Education – which is particularly relevant since many schools started back this...
Customers Don’t Care About Your Excuses

Customers Don’t Care About Your Excuses

by Tony Johnson | May 13, 2016 | Customer Experience

A Customer’s perception is their reality. And they don’t care about your excuses. They really don’t. I was waiting in line for a cheeseburger this past week, and I noticed it was taking a really long time. I looked up and saw what could best be...
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