Anticipatory customer service
Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who
December 29, 2016
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Walk a mile (or just stand and wait) in your customer’s moccasins
Whoever is responsible for the Chicago O’Hare International Airport TSA clearance should be forced to endure the gauntlet himself. This may be the only way
November 7, 2014
Conveying authentic enthusiasm leaves an impression
Conveying authentic enthusiasm that adds a bit of a spark to an otherwise predictable transaction is an effective way for employees to express their uniqueness
March 12, 2009
