by Annette Franz | May 22, 2012 | brand, brand expectations, brand promise, communication, culture, customer experience, customer satisfaction, customer service, customer-centric culture, empower employees, hospitality, yes
There’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 mean, my kids watch SpongeBob,...
