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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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
Chipotle’s got humor in the bag
Companies that make me laugh create positive memories for me—of the service experience and brand. Using appropriate humor is an authentic way for companies to
October 12, 2009
Sell the sizzle, AND the steak!
I read a Wall Street Journal article this week by Timothy W. Martin titled, Choice Advice From Meat Cutters. The article highlighted the benefits of
August 13, 2009
