Empowering People to Speak Up and Speak Out!
Typically, “over-promising and under-delivering” and “under-promising and over-delivering” go hand-in-hand. But, “over-promising AND over-delivering” are not seen together, until now. By instituting ever-faster delivery, now into same-day or even hours,…
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it…
As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details. Despite lackluster experiences with most…
When it comes to hospitality, I’m really picky. If I were a customer experience specialist for a hotel or Bed-and-Breakfast, I would look for all the “little things” that show…
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to…
What happens when a company wants to change its dubious customer service experience? Smaller companies can effect sweeping changes relatively quickly, given scale of the operation and general ability to…
That’s the headline on chron.com summing up the “customer service” contribution nurses make to comfort and care for their patients. In a profession where “healthscaring” has supplanted healthcaring as the…
Which is more important—customers or employees? That’s a chicken-and-egg question, because both are integral to a successful business. However, too many companies view employees as chattel—disregarding the important contribution they…
