Customer Experience

The Service Gene

I was recently talking to a retailer client and I asked her the question, “what time do you close up shop?” Her answer … “when my last customer has finished shopping.” Contrast this to the nightly occurrence in many retail stores of, “attention shoppers, please move to the checkout as the store is closing in […]

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The best way to answer your telephone

Ever since 1875 when Alexander Graham Bell made that first famous telephone call to his assistant, it is arguable that no other piece of technology has had such a profound impact on business. And yet, well over a century later, it is still abused and greatly undervalued by most businesses. This is never more apparent […]

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