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
In today’s digital age, social media has become an integral part of business marketing, customer service, and reputation management strategies. Establishing an authentic online presence is crucial, and one way to enhance...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