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The Times They Are a Changin’

Change is difficult, frightening, and often fraught with risk. Regardless, no matter what our job titles are, our employers need us to embrace the role of change agent. When thinking about your company and a possible role in your company

Andrew McFarland 13 February 201710 February 2017 Best Practices 1 Comment Read more

The Key to Unlocking 3 Customer Secrets

Some of the most crucial customer conversations never occur because customers keep secrets.  Unfortunately, if you knew the secrets (and their answers) you could maintain and grow your customer base, increase revenue per customer, and innovate in meaningful ways. Starting

Andrew McFarland 14 September 201128 September 2011 Customer Loyalty, Customer Service 2 Comments Read more

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Integrating Social Media into a Customer Experience Strategy https://bit.ly/2NMm1j0

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An NPS Success Story https://bit.ly/2TbGMLz

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The Times They Are a Changin’ https://bit.ly/2NUbhPY

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Social Media Customer Service is Falling through the Cracks https://bit.ly/2LRqYGZ

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Make Customer Inequality Pay https://bit.ly/2uNc79Q

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