In too many companies, a chain reaction festers where employees toil in darkness, customers complain and defect, and companies reel from increasing costs and declining revenues. Customer experience leaders in those companies scratch their collective heads wondering how the systems
Why Customer Service Principles are Meaningless
Principles may provide a springboard for great customer service but without actions they are meaningless. The great German-Prussian statesman Otto Bismarck said it best: When a man says he approves of something in principle, it means he hasn’t the slightest
Buy and Hold Your Customers
Many anecdotes illustrate that market timing is extremely difficult. Too many moving parts and too many variables make timing the market almost impossible. As a result: Portfolio managers seek companies that have sustainable and unique value propositions Financial advisors suggest
Answer 3 Questions to Improve Employee Engagement
We say the words. We create the power point decks. We even grant ill-begotten awards to [ostensibly] motivate our teams. (An iPod for a deaf employee, you must be joking?) But without answering 3 simple questions, your company has little