Greatness, in obscurity
If we can nail CX in fast food, can't we nail it every where else? My first job out of college, I...
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Category: Customer Service
Commit, don’t -ish!
Commit, don't -ish! Our mothers have all taught us to avoid many four-letter words; for fear of...
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The People Behind Your Tech
Guest author digital customer support and customer recovery expert Laurie Meacham Have you ever...
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Service without question
Milkshake fixed “I took my daughter to @innout and of course we added on a chocolate shake to our...
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Do you really want to know, and are you really listening?
You are the brand of the company you work for! A simple Google search will net the fact that...
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‘Tis the Season to have fun with Customer Service!
Creative customer service is not an accident, it's a passion! ‘Tis the season of sneaky parenting!...
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Loyal to the company, by being loyal to the loyal customers!
Empower your employees One of my favorite mentors always spoke of this equation. As an excel...
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The Azul Review; Part 4: Contact Center
The Azul Review; Part 4: Contact Center The way we talk to companies is changing. The way we buy...
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Issues?!? You got this…or do you?
Our most loyal customers see us on our best and worst days. The ways we prepare for and handle the...
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The Azul Review; Part 3: Inflight
Azul Review: Inflight When most things go as planned for you and the airline, you’re...
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Be thankful for Nick!
Maybe past on the leftover turkey sandwich for just one post-Thanksgiving meal and go to a local...
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Fix the issue, before you lose a customer!
Would you ever allow your wait staff to return to the table with a live steer and say, “Sorry, I...
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