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Service Recovery Excellence: Turn Customer Experience Lemons into Lemonade

From time to time, even the best companies fail to deliver a great customer experience.  Business is a human pursuit and mistakes are inevitable.  So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right.

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The Sharing Economy: Industry Disruption in Front of Our Eyes

A research report mentioned on CNBC a few days ago caught my eye.  It was about Uber, the rapidly growing alternative to a traditional taxi.  Uber enables drivers to use their cars to generate income by providing rides to Uber customers, instead of using a separate, dedicated vehicle.  It’s a popular example of a “sharing economy” company.