To Hug, or Not?

by Joellyn Ferguson and Paul Mendel Hugging is a Touchy Topic: Two Views on Whether Hugging Crosses the Professional Line Joellyn’s Perspective “Should you hug your clients?” That's

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Newsflash: Customers Don’t Want to Be Delighted

It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my inbox this morning.

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6 Ways Customer Experience is Like Yoga

I started doing yoga back in January as a New Year’s Resolution to become stronger and healthier. I’ve kept with it, developing a discipline of going to class

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Leadership: A Question of Accountability

When I opened the Wall Street Journal, the headline “Wells Boss Says Staff At Fault for Scams” jumped out at me. The article provides insight into accountability in

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Hold that Coupon! Some Incentives Hurt Business

Do Your Customer Incentives Work? The other day I was shopping in a major department store and I couldn’t help overhearing a conversation between a sales clerk and

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What’s Your Perspective?

Enhance Your Perception When I was studying art history in college, one of the first things I learned was a key point about the Renaissance. Europe’s emergence from

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The Customer Experience Crisis

What’s your worst customer experience nightmare? You didn’t have to struggle to think of one, did you? In fact, several incidents probably came to mind immediately. Maybe it was

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Create Customer Connections That Count

More is More. Or Is It? In an era where executives obsess about measuring almost everything, I have to ask: are we measuring the right things? Do our

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Customer Appreciation: 30 Ways to Thank Your Customers

There’s an Art to Customer Appreciation Making customers feel appreciated can seem harder than it should be. We all want to express our thanks in ways that are

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Delivering Smiles: Is Your Customer Experience Awesome?

Want the truth about your customer experience? Ask your customers. No one can tell you how your business is doing in terms of living up to its brand

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