Yes, please shoot the messenger...or, just replace him with someone better qualified!

Who have you chosen to welcome new hires

Could customer experience actually be considered a profit center?

Often we hear from senior leaders sharing their directives,...

 What’s Your Perspective?

Poor customer service is often rooted in the way a message is delivered to customers. I am an...

"Do this, don't do that can't you read the sign?"

In providing superior customer experiences, it is imperative to understand...

Learning How to Win Control and Lose Concern

As a follow up to a recent post (Tomorrow is Begging You to Do Something Today)...

What Are Your Customer Experience Fails?

Going to the grocery store- it can be an unbelievably pleasant experience, or one...

Turning Aspiration into Action: Almost every leadership meeting and casual conversation around the water cooler includes...

If customer experience is not part of your strategy, what are you waiting for?

We’ve all been to the doctor’s office or...

I often hear in my consulting and facilitation sessions that leaders are having difficulty keeping their customer service...

Non-traditional service roles: security, housekeeping, custodial and groundskeeping have more customer exposure than you think!