The Lost Art Of Service: Is “Good Enough” Good Enough?
A smile. A thank you. An apology. One may argue that any of these gestures are better than a mediocre interaction with a service provider….
The “Wow” Factor…Brought to you by the U.S. Post Office
Cynics may say that you would never expect a public servant to give outrageously good customer service. So let me prove you wrong. Ross, who…
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…
The transactional age is dead. Long live the relational age of doing business
The relational component in business dynamics has always been essential. However, with the proliferation of social media and competition for business on so many platforms,…