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The Essential Art of Customer Loyalty: A Balancing Act in BusinessWhen Companies Neglect Loyal Customers, Business Optics and Impact SufferIn the wild world of modern... -
Celebrity Cruises Customer Experience Sucks! What Happens When Business Places Profits Before People.When loyal cruisers hit the iceberg of customer service. A tale of lost voyages, lost... -
Facebook: changing your company name doesn’t change your cultureIt’s been a rough time at Facebook. Or Metaverse or whatever the hell it’s called... -
The Customer Experience Conundrum – Don’t Blame the Employees.You have probably heard about “The Great Resignation” by now. You can read more about... -
Yes, happy employees make for happy customersJust ask the Co-Founder and Co-CEO of Workday. Or ask me. I’ve always been a... -
How Much Money Are You Losing To Process Inefficiencies?Studies vary, but anywhere from 20% - 40% of your revenue is lost due to... -
Customer Communication – The Good And Bad of All Those COVID-19 Emails (told in MEMES)We’ve been dealing with the COVID-19 pandemic for what seems like...ages. And many businesses have... -
If You Don’t Care to Create a Positive Customer Experience Then Be Prepared to FailSnafu: a confused or chaotic state; a mess. That is the best way to describe... -
Marriott CEO says “hang with us;” many are asking “why?”Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren't easy,... -
When Customers are the Product – Leadership Lessons from Facebook’s Data Privacy Scandal. #DeleteFacebookSo last week Mark Zuckerberg testified before Congress about why and how Facebook failed to... -
When it Comes to a Great Customer Experience Bigger is not Always BetterGoogle the phrase: “Customer service is dead.” You’ll discover 30 million search results. I can... -
Radisson and Their Support of Breast Cancer Survivors – A Great Customer ExperienceA great customer experience tells you a lot about a business – their culture, leadership,...
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