The best marketing technique? Quick answer... one that works! Marketing is a lot of science. Think of a laboratory somewhere where researchers and

You have a great team, harmonious culture, and a proven customer serving strategy. What could go wrong? Frankly speaking... shit happens. However, any

The quickest and easiest way to improve your customer service is to empower your team. Your customer service team members should never have to escalat

Every company on the planet says that they value customer service and “go the extra mile” to satisfy their customers. Sadly, very, very few actual

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The story of the British Airways Flight Attendant Many of you know that I will go out of my way to fly on British Airways.  Why?  It is an emotiona

Every CEO talks about how they want great customer culture and service.  Very few though, make it possible for their people to deliver great customer

I have led a couple of large customer service call centers in my career.  I love the passion and energy that the staff bring to the job every day. 

  We all make our decisions emotionally.  All of us.  It's the way we are wired.  Think of it this way... Two Brains Our brain is virtual

Are you having difficulties with customer retention? If you find yourself struggling with customer retention, ask yourself these questions: Is wh