Would you like to know how to deliver five-star service to your customers? In the same way that a competitor can reverse engineer a product to understand how it works, we can perform a similar analysis on services. The obvious motivation for doing this is to improve the service that you provide to your own […]
A major component of great customer service is the initial first impression that a business makes with its customers. But, wait! Often there are actually several unrecognized opportunities for businesses to make a great first impression, and then another, and then another with the same customer!
Recently, my better half and I spent a week on […]
I used to be under the impression that American Express was a company that cared about their customers. My recent experience suggests that they are more like the octopus pictured in this playground. The head is hollow, disconnected from its tentacles and the number 3 tentacle does not know what the number 8 tentacle is […]
The Principal Consultant and the President of Green Peg, a company that helps organizations improve the quality of service they provide to their customers and employees.
