Customer Service

Last week, on my way back from client trips in Europe and Africa, British Airways could have been the hero of my entire trip. Instead,...

They confuse service with experience. These CEOs can’t wait to tell me about the “experiences” they create for customers. They usually...

I will leave a brand I love if I have one bad experience. It does have to qualify as truly bad all around, but that’s enough for me to...

What sobering statistics: Only 7% of American consumers believe their service interactions improved in the last year. 55% feel they have...

Do you know what it is? The ability to anticipate needs and demonstrate it in EVERY interaction for EVERY customer. And the higher the...

73% of customer service agents are women! And 100% of customer service agents are a critical component of exceptional customer...

There is a HUGE difference between delivering great service and creating experiences. I see companies all the time that are delivering...

“We thought we were delivering luxury experiences, and 45 minutes later, we are tearing up our playbook and starting over.” I just...