When my children were small and would misbehave around Christmastime, I would remind them that Santa was watching. This (usually) worked. These days, parents may use Elf on the Shelf who not only…
The 2021 Dilemma: How to Provide a Great Customer Experience Despite Shipping Delays and Supply Chain Shortfalls Holiday Hustle to Avoid Customer Hassles It’s no secret. Retailers in the United…
In the midst of so many people suddenly thrust into the world of working from home, I’ve had a number of people ask recently how long I’ve been officing from…
I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune…
It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you…