by Tony Johnson | Jul 25, 2015 | Customer Experience
Without a rudder, Customer service in most organizations will fall flat. They will meander, try, attempt, hope, and plan. Then they fizzle. Then they will fail. The reason is clear: Many organizations have rolled out a Customer service platform, but have neglected to...
by Tony Johnson | Jul 14, 2015 | Customer Experience, Leadership
The diver entered the cage and lowered into the choppy ocean. He adjusted the camera on its mount, checked his air flow, and then let the boat above know that he was set and ready to film. Then a 20 foot Great White Shark swam at the cage, gripped it with its...