Customer service issues represent an opportunity to both grow and acquire new business. It’s a dynamic that I have witnessed numerous times over my 36 years as a business leader in litigation services and technology. Now,...more
You’re likely familiar with Maslow’s hierarchy of needs, the famous and oft-quoted (and misquoted) psychological model that shows how human motivations evolve, starting with the physiological (air, food, shelter) and...more
Net Promoter Score (“NPS”) is arguably the gold standard and leading metric of customer loyalty for corporate America. Two-thirds of Fortune 1,000 companies have employed NPS surveys (with one CEO going so far as describing...more
Hospitality – the friendly and generous reception and entertainment of guests, visitors, or strangers in which the host receives the guests with goodwill. It is a common complaint that companies now provide a disappointing...more
First impressions are forever. Whether you are Carmela Soprano, Tony Soprano or Average Joe calling, the person who takes the call must make an impression as well as get an impression of the potential client. ...more