Nuance is never obvious
Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives
November 8, 2016
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Nordstrom is on the “Knotty” List
My local Nordstrom recently sponsored a Kids Shoe Tying Class where children worked one-on-one with a shoe department associate to learn the “secret trick” to
November 26, 2012
Does your customer feel like a guest or a nuisance?
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when
May 18, 2010
That little extra…
I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to
March 28, 2010
