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Browse our 2019 editions below.



November 2019

Want to build better relationships with your customers and your employees? The first step is to…..
Thank them!

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October 2019

What scares you about finding out what your customers really think?

Negative reviews?
What questions to ask, and how many?
How to ask them? By phone? Email? Weblink? Read More


September 2019

What do you need to let go of this fall in your perceptions about customer services?
  • Is it the belief that customer experience doesn’t impact your company’s bottom line?
  • Or is it viewing negative feedback as a nuisance instead of an opportunity?
  • What about those 8’s? Do you think there isn’t a way to get those customers to 9s or 10s?  Read More

August 2019

August brings an end to summer vacations and the return to school. It’s the perfect time to think about how you are educating and preparing your employees for customer experience success.

Educators know that people are more open to new ideas and learning in a positive environment. In my experience, I’ve discovered that one thing that hinders employee engagement in training our employees is focusing on the negative. Read More


July 2019

Has a manager, employee, or even the CFO ever asked, “when is the company going to stop gathering customer feedback?” Underlying this question is the assumption that once you find out what a customer wants at a certain point in time is all that is needed. But customer needs are always changing, so the need to stay up with these needs is ever present. The need to listen and respond, never stops. Read More

June 2019

Summer is almost here. Many of you may be thinking about your vacation plans. Often we return to favorite vacation spots. Have you ever thought about why we go back again and again to the same places to rest and relax? Maybe it’s because they treat us well, we know what to expect, they communicate with us effectively, and perhaps even going so far as to remind us to make our reservations before they are booked up.

What about your company and your customers?  Read More


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