In the grind of the day-to-day, it can sometimes be easy to forget who is at the center of everything we do – our clients. I’d like to offer you two contrasting stories that serve as a reminder of putting clients first (which...more
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
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