Menu

We are apologize for the inconvenience but you need to download
more modern browser in order to be able to browse our page

Download Safari
Download Safari
Download Chrome
Download Chrome
Download Firefox
Download Firefox
Download IE 10+
Download IE 10+

Leaders who wear a name badge, pick up trash and talk plainly send an important message

Problem: New Yorkers agree that their subway system is a mess. Solution: Andy Byford, a world-renowned Mr. Fixit for troubled subways. On Octo...

Lagniappe: 10 ways to say thanks this season

Lagniappe is an inspiring word.  Its origins are from Louisiana Creole French and it means “a small gift or additional quantity you might give to a...

Notice: 5 ways to improve your observation skills

I do my best to take daily walks in the park near my home.  This past week I happened to walk by a father with his two young children on a couple of ...

Putting things in context

One of the biggest stumbling blocks to good communication is the absence of context. Context is defined as a set of facts or circumstances that surro...

Dan, Dilbert and the words we use

Last evening I ran into my neighbor, Dan, after we had both parked our cars in our respective garages and were making our way through our backyards to...

Customers: Wired and Dangerous

How many of your customers have over 5000 followers on Linked-in, Facebook or Tweeter? So, instead of telling five people about their service hiccup ...

Following up on Customer Feedback

I wonder what has happened to all the customer feedback surveys I have filled out in my time on the planet? I believe in providing feedback to comp...

Go Undercover for the Customer

Many of you have seen the popular new CBS series titled, Undercover Boss. Each episode follows a senior executive of a major corporation who is worki...

Leverage Holiday Shopping to improve your Customer Experience

One of my favorite customer service gurus is Dennis Snow and in his blog today (http://dennissnowblog.com/) he talks about how to leverage the holida...