Last year I put together a ‘most read’ post. It was well received last year so I’m repeating this year. Before I jump into the content, however, happy New Year! We hope 2014 brings you closer to achieving your goals and is a year of deep personal [...]
Below is an excerpt of a guest post I wrote for the The American CEO, a blog that Joel Trammell writes for current and aspiring CEOs.
Each interaction with a customer is an opportunity to either earn loyalty or alienate. This conclusion is true whether your company provides products to mass markets like McDonald’s, or for [...]
On a recent flight I listened to the pilot make an announcement over the public address (PA) system to update us with location, distance remaining and estimated arrival time. The update was an example of communicating progress, the final installment in this series on delivering successful customer experience initiatives.
What would change if [...]