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We Shall Never Deny a Guest…

Image courtesy of Thomas HawkThere’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?”Lucky for you, I watch, er, I...

It's Time to Focus on Employee Experience

Image courtesy of zzktIf we’re going to make a dent in this thing called “customer experience,” we really need to start with, and focus on, the employees and their experiences.You know the saying, “People buy from people.” It’s not...

Tips to Help You Close the Loop with Your Customers

Your VOC initiative is about to get underway. You’ll be collecting feedback from your customers, partners, employees, vendors, etc. (I’ll collectively refer to them as “customers” for the purpose of this post.) But don’t forget...