Communication Showdown!
Last week, I was asked to weigh in on a conversation debating the value of organizations investing in omnichannel, a seamless approach to the consumer
May 2, 2014
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For better or worse, perception is reality
Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer
April 8, 2013
Customers want the truth
My brother-in-law is an administrator at a high school in Sioux Falls. One day, he encountered a freshmen student in the hall who was visibly
June 27, 2012
The Energy Bus
I recently received a review copy of The Energy Bus by Jon Gordon. It was a quick read consisting of 34 short chapters—some of which
December 30, 2011
Crippled confidence
This post is the eighth in a series that will identify 10 different customer service obstacles that have emerged from my analysis of customer satisfaction
November 16, 2011
Social indifference
I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When
November 11, 2010
Most customer service is just fine
The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the
April 11, 2010
Keep service up in a down economy
My family and I recently dined out at a quick service Mexican grill. While I was providing my order to the prep person behind the
September 24, 2009
Navigating the weeds
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour
August 18, 2009
