Category: Customer Service

Failing in the “Experience Economy”

Excuse after excuse, the manager needed us to know that she was correct, and we were wrong.

Led Zeppelin Knew Our Plight

Gone are the days of the hand written thank you note or personal call, replaced by an effortless Facebook post and text message.

Don’t Waste Time with the Wrong Customers

When a business is trying to grow, it can be difficult to turn any customers away, since there’s such a strong focus on top-line growth.

An Uncommon “Ray” of Sunshine for the Airlines

He was an attendant on my American Airlines flight from Houston to DFW not too long ago, and he was on a mission to exceed expectations!

What is a “Trusted Advisor” Outside of Sales?

When we say trusted advisor, we naturally think of sales. But it goes beyond sales…