Blog

Making “delight” stick

During a recent interview, I was asked, “How long does the effect of ‘delight’ (on a customer) last?” The value of exploring a question like this is that it forces us to examine those variables that contribute to creating lasting positive impressions for our customers. If this knowledge can be

March 28, 2014

Customer Service Week is like 5-hour ENERGY

Have you seen the 5-hour ENERGY® television commercials? They depict men and women (usually at work) who can’t muster the energy to finish their workdays without a shot of 5-hour ENERGY. This is a sad testament to employee engagement, the quality of work environments, and employees’ physical health due to

October 1, 2012