Crossing the Line

I was shocked at my recent experience with a bank employee. Many organizations are striving for an emotional connection with their customer. This interaction certainly solicited emotion however shock was the wrong kind. I was at my bank to close a small business account and transfer the amount to the general business account. Since the…

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Make me talk about you!

Recent customer service experiences have me questioning why great service remains so elusive for many companies. Too much has been written on the topic for companies to still be so mediocre. Here is my latest list on what needs to be done to move past mediocre to buzz worthy. Give these simple steps a try…

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