I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience.
Research has irrefutably proven that
An engaged workforce is a productive one. Here are 5 tips for creating more powerful employee engagement in your organization:
1. Clarify what’s expected of employees . It’s essential that
We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service.
The result is that they are delighted. But what happens
What if you only had one customer left to do business with? Maybe this was the last customer on earth?
Norman Beck—my friend and faithful reader of The Shepard Letter—and
Years ago, when my sweet husband and I were first married, our first home was a charming little bungalow tucked into the foothills of the Appalachian Mountains on
As Essential Workers, service professionals don’t have the ability to hunker down and stay away from potential exposure as the Covid-19 outbreak grows. And while you are used
The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either
We’ve all seen the lists — the definitive list of drivers for employee engagement. Unfortunately, every research company and consultancy has a slightly different list. If it’s not
