A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Surveys are a customer touchpoint like any other — so manage them accordingly.
Executives want a good rapport with their staff, but there’s something (or, more aptly, someone) standing in the way.
When interacting with customers, do you Point or do you Escort?
Does your 800-line sound like a personal call or a cattle call?
A story about the power of proactive customer communications.
Providers of homeowners insurance are missing key opportunities to engage and satisfy their customers.
Who’s signing your customer correspondence? S. Larson has something to say about it.
Just when you thought air travel couldn’t get any worse… A story of service recovery and missed opportunities.
You’ve got to hear this to believe it.
