Earning trust is critical factor to business in a constantly changing environment. We studied PwC’s 2022 Consumer Intelligence Series Survey on trust gap between businesses and their customers and employees. PwC conducted a…
In 1999 Chris Lynam was obsessed with ballroom dancing. He was looking for a summer job and responded to an ad in a newspaper to be a dance instructor for Arthur Murray Dance…
Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee…
It’s been more than four years since I read a stat put out by Aspect that prompted me to write about this very subject, the choice of cleaning a toilet or contacting customer…
You can’t ignore the Great Resignation, although I would prefer to call it the Great Realignment. In the beginning, it looked like employees were leaving the workforce to enjoy a work-free life. However, we quickly…
Customer-centric companies put their customers at the center of all decisions. That means the customer is always considered as decisions are made, even if the decision will not make the customer happy. Annette…
What are you passionate about? Could that passion be leveraged in such a way to get your customers to buy from you? People are naturally attracted to others who are passionate about what…
