I bring you warm greetings to wish you a happy Thanksgiving. Thank YOU for your continued friendship, especially during this past year. Thank YOU for your continued support. Thank YOU for your kindness. Thank YOU for reading and listening. This Thanksgiving I am...
A touchpoint is every single opportunity that customers and clients have of connecting with your business. And every touchpoint has the opportunity to turn great service into a BAD experience. Real World Story: At a restaurant, touch-points can include the hostess,...
“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business...
Small businesses, especially start-ups, spend much time and energy with the essentials of raising necessary capital, meeting staff requirements, developing marketing tools, and competing for bids in competitive job markets. This leaves very little focus on customer...
Real World Story: Recently I spoke with two friends separately about a restaurant they both visited together. To my amazement, they each recounted a completely different experience from this one visit. One friend had a horrible experience from the moment she drove...
