Many times it is easy to fixate on certain key touch points that drive the Customer experience within our operations – and that is often a fantastic place to start. Businesses that find the greatest success, however, take a more holistic approach to...
I love the holidays. I love that time between Thanksgiving and New Year’s Day when things seem to slow down a little. When folks seem to smile a little easier and everyone is just a little bit nicer. This is a magical time of year, and for me, it is a...
All too often when things go astray with Customer service it is because businesses don’t have their processes buttoned up. Process is like air – you don’t appreciate it until you don’t have it. I can remember working in a business that had a determined batch of...
There are only so many hours in the day – or so the busy business folks lament. I have found myself over-committed and without the time I wish I had to get everything done each day. I remember when I got my first big promotion, and I was...
Your Guests know what they want. They come to you to get it. But they also know where to go if you can’t deliver it. Those businesses that want to succeed must deliver upon their Guest’s needs and make sure that they do so consistently. Those who fail to do so...
