When Customers Walk – The Business Consequences of Disengagement
After a seventeen hour journey from Australia to Canada, plus forty-five frustrating minutes talking to airline staff about a pair of prescription glasses that were…
Are you taking the lead with your customers?
A friend of mine went to pick up his dry cleaning last Friday. While this isn’t exactly headline news, be assured that the dry cleaner…
Service with no smile
What is your experience of customer service? Why are we so surprised when we have a transformational customer service experience? Unfortunately, we usually experience transactional…