I was entering a convention center this week and I watched the arriving group as they walked up to the building. To put it in perspective, this was a massive event. The excitement in the air was palpable and the building was covered in colorful banners...
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...
Sometimes your Customer service is just plain bad and you have to deal with it. I can remember taking over a piece of business in a large metro area many years ago. This was one of those struggling locations we have all encountered – some call them...
The New Year seems to make us all very reflective. It’s a chance to consider the past twelve months and plot a course forward for the coming year. We are on the threshold of 2015 and this is a fantastic time to talk about goals. Most of us have heard the idiom that we...
As I’ve mentioned before, sometimes you have to take a hard look at how you do things for the good of the Customer experience. I also know that we all have a boss, and most likely there are policies, procedures, or guidelines that you are expected to meet for...
