Empowering Employees to Recover Service Quickly

“I’ll needd to speak with my manager.” This probably sounds familiar to most of us, and there’s nothing inherently wrong with involving ones manager in helping to make decisions. However, when a service failure occurs, it is essential to… Read More

Customers Like Self Service, Unless…

Michael Schrage, in a recent HBR article, Customers Like Self Service, Unless It Undermines Customer Support, covers a very pertinent topic as more and more customer engagements are conducted via Digital channels… “Survey after customer research survey suggests… Read More

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