Sue Funkhouser describes the impact of a customer service field trip and outlines five steps to design impactful experiences. — Clients usually call me when they want to make a change. One effective tool I use to get people out of their heads, expand their viewpoints and trigger insights are field trips. They provide an […]
Shanna Anderson tells us that parenting and taking care of your customers aren’t so different after all.
3 Reasons Why Relying On ‘Scenario Based’ Training Is Playing Russian Roulette With Your Career
An almost farcical dining experience turned into an important business lesson for entrepreneur Barbara Abramson.
Messing up is fine. Good even. Because according to Ken Goldstein, a momentary instance of failure is the single best opportunity a business will ever have to connect with a customer’s conviction.
Three lessons on how being able to roll with the punches can save you from spending a cold day in hell.
A one-off transaction is much too expensive for a business, writes Ken Goldstein. You want customers for life. Here’s how to lose a customer forever.
We all have horrible customer service stories. Get out your One Up hats and try to beat these.
Ken Goldstein believe public service organizations can improve. Here’s how.
Uzi Peretz was challenged on a recent shopping trip, but came through it with his ego in check…and something unexpected.
In our customer service-centric society, it’s easy to forget that we all need to be good customers. Nicole Estrella offers a few words of wisdom for being our best selves.
Ken Goldstein looks at trust, brand loyalty and Apple.
Chris Edwards just coined the phrase “tele-cutting”. And he doesn’t like it in the least.
Ken Goldstein, on customer disservice.
When in doubt, writes Kenny Bodanis, divide the world into two groups: Those who don’t give a s**t about you, and those who do.