Sustaining any business initiative is one of the top struggles every organization faces. It is a constant struggle to breathe life into a strategy in such a way that gives it legs for the long term. But any Customer service platform that is to succeed has to...
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...
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...
When it comes to Customer service, there is much that every business has in common. Let’s face it, there are certain dos and don’ts that every organization – regardless of type – has to be mindful of if they are going to be successful....
I was watching Netflix last night and I got in one of those ruts where I couldn’t decide what to watch. It wasn’t for lack of choice – quite the contrary – the choices had me flummoxed as to what to choose. I scrolled through screen after...
