Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers,
On November 28th, 2011 during a pre-match warm up, I tweaked my right forearm while hitting a backhand stroke. At the time, I didn’t think much of it—although I continued to feel pain on and off throughout the three-set tennis match. When I returned home that evening, I took a
Have you ever enjoyed a bottle of wine at a restaurant and then, days or weeks later, could not recall the wine’s name? On occasion, to improve the odds of recalling the wine, I’ll either take a picture of the bottle with my phone, scrawl the wine’s name and year
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