Create a better and more powerful connection with your customers

Create a better and more powerful connection with your customers

The headlines are rife with stories of outraged and disenfranchised customers. Whether it is airline passengers being involuntarily removed from the aircraft, cable TV customers adrift in a sea of failed billing practices, utility customers unable to comprehend their bill, or someone waiting in line at the DMV, the fact is that many customers are [...]

Breaking process in order to retain a loyal customer and improve their experience

Breaking process in order to retain a loyal customer and improve their experience

We have all been taught that we need clear processes and procedures for our employees to follow and for our customers to understand.  Companies spend every single day refining processes and re-focusing the internal “procedures”, despite the fix often being at the detriment of the customer experience. Critical to bringing about better and more customer [...]