Employee Engagement and Customer Satisfaction

In our most recent blog series, business writer Lynn Miles Peisker makes a case for why organizational leaders should revisit their understanding and approach to customer service, especially in a post COVID marketplace. To back up this recommendation, she cites a surprising statistic from a Forbes article by Shep Hyken. Highlighting results from his firm’s...

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Boost Customer Service Levels by Preparing and Empowering Your Team

I went for a walk with my neighbors today. There were five of us, a real cross section. In just the 2.75 miles it took to get our steps in, I was reminded of key customer service lessons that you might find helpful. One neighbor explained how inconsistent newspaper delivery plagued our neighborhood and how...

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Things to consider when shopping for an assessment.

Do you seek third-party guidance before investing in a major item? How do you balance your personal preferences with product reviews? Do you tend to seek out unbiased advice from outside resources such as Kelley Blue Book or Consumer Reports, or do you prefer to go it alone? A primary reason for reaching beyond our...

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