I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via
When I hear companies say they have a “customer first” mindset I cringe. While well-intentioned, such a policy often backfires! On a recent tour of Ireland the tour guide described his worst experience with a customer. He explained that in
I’ve written in the past about how following your own path can lead you in surprising and rewarding directions. For readers who doubted (and perhaps still doubt) whether or not this is actually possible, here’s a great example. I recently
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.