Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs,...
Read More >>>Monthly Archives: December 2021
The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Beyond Net Promoter
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I...
Read More >>>Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
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