April 19, 2021
Once upon a time, a customer service representative was a specific role in a company, behind a desk or answering a phone. Now every interaction your employees have with customers (potential, current, and former) is an opportunity to make an impression on behalf of your company. Every touchpoint with every customer makes a difference, and...See More
March 8, 2021
5 Great Reasons Why You Should Try Immersive Leadership Simulations. There is a lot of good advice about deciding who to promote to a leadership role, and when. That advice typically includes factors such as: People who are good communicators People who are top performers People who have expressed an interest in career advancement...See More
January 22, 2021
PART 1. In an age of rapidly viral social media, your customers tell others about their experiences. Not everyone does that on a presentation stage before thousands like my brother does, but people talk. Are you driving people to your business only to deliver a mediocre customer experience? Recently, I had lunch at a new...See More
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